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.

close

Find a Location

Oncourse Home Solutions has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/05/2025

  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.

  Home Warranty was canceled on July 22nd. Received a confirmation number. Continued every month to get billed ***** and continue to get billed. ******************** state Warranty is through Pivotal and they must refund and handle issue Pivotal states they have refunded the Warranty and ******************** has to refund the Warranty. This is the most shady business pass the buck ever. Nothing is being resolved. However it is Pivotal product and they remain the ones that need to refund the ****** they have openly on voice mail said they owe. Just want this amount credited to back to the VA natural gas bill that was charged

  

  Business Response

  Date: 02/07/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 5, 2025,correspondence regarding the complaint filed by ***** *********.
  
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. ********* and advised her the contract was cancelled at her request on 01/09/2025. *** spoke to Ms. ********* on 02/05/2025 and advised her a credit was issued 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.
  
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22904764
  
  I am rejecting this response because: the contract was canceled on July 22nd 2024. 
  Received a cancelation confirmation #******* via the representative. Have several voice messages confirming this was canceled in July of 2024. I have continued to receive monthly bills billing $54.97. This is there error. There is no account to settle. The money is to be refunded not settled on something that should have been canceled in July that has been confirmed canceled in July.

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

  

  Business Response

  Date: 02/12/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 5, 2025, correspondence regarding the complaint filed by ***** *********.
  
  
  Upon receiving the above reference (PHS) spoke to Ms. ********* and advised her the contract was cancelled at her request on 01/09/2025. *** spoke to ************ on 02/05/2025 and advised her a credit was issued to zero out the balance on the account. The credit was recently submitted, it would reflect on a bills that may have already been created and sent, the Zero balance will reflect on the next generated bill scheduled to go out in early March.
  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.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22904764
  
  I am rejecting this response because:
  Again, this company is changing the information. There response is reflecting different cancelation dates. The cancelation date of the contract is July 22nd 2024. I have a confirmation number. I also have a voice mail confirming this was the date not January 9 or February 5. The issue still remains this company **** a refund for the continued billing from August till now and billing is continuing. A refund is owed to be credited to the bill not zeroed out. I owe this account nothing from July going forward. This issue is not resolved and I'm not understanding why it can't be resolved when I did my part canceling in July received confirmation. The company was negligent in continuing to bill for a contract that was canceled for 7 months even with multiple calls back and forth between them and VA Natural gas. 
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:02/04/2025

  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.

  When we purchased our house over 10 years ago we added home coverage with this company through PA **************. We have been spending $35 a month for home protection. Today I called to inquire about the price of the protection. When speaking to a representative she stated that we do not have coverage. Stating that it was suspended nearly 10 months ago. Yet I still have been paying for the coverage on my water bill $35 a month. I never got a notice that it was suspended. They could not tell me why it was suspended. They could not issue me a refund for the money that I have paid over the last 10 months. If I had an issued and needed to use this coverage, I would have been unable to file a claim due to being suspended. Yet they still charged me. They were unable to provide any solution for this issue. They would not even let me stop any further payments.

  

  Business Response

  Date: 02/07/2025

  Thank you for bringing this matter to our attention. ************************ (AWR)appreciates the opportunity to address *** ******** concerns regarding your February 6, 2025, correspondence.
  

  *** ******** is enrolled in the Water and Sewer Line Protection Program. *********** contacted *** to inquire about his coverage and was informed that his account was currently suspended due to delinquency. However, this was due to a billing error, and his coverage was indeed active.
  

  To resolve the issue, a courtesy two-month credit is being applied to his account, which will reflect on his water bill within 1-2 billing cycles. We have communicated with Mr. ******** via email and requested an updated callback number. We encourage *** ******** to reach out to us with any further concerns or questions.
  

  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.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22899322
  
  I am rejecting this response because:  I still never accomplished what I originally called about.   I wanted to better understand my coverage and price due to other pricing that I have viewed.  The water company provided a list of coverages and they were all much cheaper than what I am paying currently.  I still do not understand how I was being charged is my account was suspended and was not notified.  I was only wanted to explore other coverages to save some money.
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 02/14/2025

  Thank you for bringing this matter to our attention.American *************** (AWR) appreciates the opportunity to address *** ******** concerns regarding your February 7, 2025, correspondence.
  
  We understand Mr. ********* rejection and concerns regarding pricing options and his account standing. *** has made several attempts to reach out to Mr. ******** via the phone number provided *************) but have been unsuccessful. Additionally, we have sent emails to the address on file but have not received a response.
  
  Please note that Mr. ******** has canceled his account, and the cancellation was completed on February 14, 2025. If Mr. ******** still wishes to discuss pricing options, he is welcome to contact *** directly to discuss further.
  
  We encourage *** ******** to reach out to us with any further concerns or questions.
  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.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22899322
  
  I am rejecting this response because:never received any phone calls due to the company having the incorrect phone number.  No emails either.  I have called and I changed to a lower price.  I would like a bill credit or refund for the time I was paying full price with no coverage.  
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 02/27/2025

  ************************ (AWR) appreciates the opportunity to address *** ******** concerns regarding your February  correspondence.
  
  We understand Mr. ********* rejection and concerns regarding pricing options and his account standing. *** has made several attempts to reach out to Mr. ******** via the phone number provided *************), but it appears to be disconnected. Additionally, we have sent emails to the address on file but have not received a response.
  
  Please note that Mr. ******** has canceled his account, and the cancellation was completed on February 14, 2025. If Mr. ******** still wishes to discuss pricing options, he is welcome to contact *** directly to discuss further. A credit has been issued which can take 1 to 2 billing cycles.
  
  We encourage *** ******** to reach out to us with any further concerns or questions.
  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.

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service 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 the phone with a ******. Not understanding anything. I spoke to a **** on 12 29 24. Still working on getting someone for me. Could not find . The gave me a drain person that does NOT DO ANYTHING IN MY AREA. Call back 12/30 got ******* still working on finding someone. I had **** on on chat still trying to find someone to help us. Received a vm mail could not even understand his name. They gave the same company to me that DOES NOT WORK IN OUR AREA. Called back they gave me a service number to get my own person FINALLY. I had to pay first after 3weeks. I contacted he did a full repair on a Saturday. I spoke to a woman said just submit the form with all paperwork. So I did. Now per ****** today cant find anything on this. How would I have all this information on what the heck to do. . How would I have most likely these fake names . My information is in the pdf on the email. Per ****** said he would send to his higher people. Ok . He told me with me on hold for 27 mins he had to help another person. Poor customer service. Please process this claim. If no contact by someone within 3 days. I will have to fully take this further. I have never in my days have I had to do a nasty email

  

  Business Response

  Date: 02/19/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January *******, correspondence regarding the complaint filed by ***** ****.
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. **** regarding her reimbursement, she had questions about why she did not get the full amount. *** advised her there were some repairs that were not covered under her warranty program, customer understands. ******* had questions about her warranty final bill. *** advised her they were the charges prior to the date of her request to cancel her warranty plan. 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.
  
  

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22875370
  
  I am rejecting this response because: I am trying to get through to you all. I am still getting charged
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/05/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January *******, correspondence regarding the complaint filed by ***** ****.
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. **** regarding her reimbursement, she had questions about why she did not get the full amount. *** advised her there were some repairs that were not covered under her warranty program, customer **************. **** had questions about her warranty final bill. *** advised her they were the charges prior to the date of her request to cancel her warranty plan. After further review of her account PHS found she had Heating Repair billed ***********. **** cancelled the warranty after the contracts renewal date. She was charged a prorated charge. *** issued a courtesy credit to zero out that balance. She was advised it will show on her next billing statement. 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.
  

  
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22875370
  
  I am rejecting this response because: 

  I wont close till I get my credit and the correct amount is charged. 
  

  They agreed that they over charged. I personally should get all my money back due to all hassle that I had to fight for and all lies. I told a friend that is going to through the same with this company. Told him dont give up

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/27/2025

  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.

  On Sunday, January 26, I had trouble with my furnace. It immediately recycled on after the previous cycling, and was not delivering proper heat to the house. I have a contract with Nicor Home Solutions, which provides for a technician to come out and fix the problem. When I called, I was asked if I was elderly and if this was an emergency. I said I was a senior citizen and yes, it was an emergency. I was told he could send out a technician the next day. I asked to speak to a supervisor. He said one would call me back in thirty minutes. No one called me back. I called another company who came out within the hour and fixed the problem. It cost me $386.00. The next day, when I called Nicor Home Solutions, I was told that they would not reimburse me because I didnt have pre authorization from them.

  

  Business Response

  Date: 02/07/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 27, 2025,correspondence regarding the complaint filed by ******** ****** on behalf of ******* ******.
  
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. ****** regarding her regarding her request for a service repair to her furnace on 01/26/2025. *** provided the earliest appointment which was 01/27/2025. Ms. ****** contacted a local provider who had same day availability to complete the repair. Ms. ****** request to be reimbursed for the cost of the repair of her furnace. PHS mailed her reimbursement forms on 02/05/2025 and asked that she return the forms along with the invoice for the repair. The ***************** will continue to work with Ms. ****** to get her reimbursed for her repair once the documents are received. The warranty plan has been cancelled at the customer request on 01/27/2025. 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 ******** ****** on behalf of ******* ****** 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: 02/10/2025

   
  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.
  I will await the total amount of the reimbursement as promised. Otherwise, I will contact you again.

  Thank you for your help in this matter.
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/27/2025

  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 January 6, 2025, we called Pivotal Home Solutions for a Furnace problem at our house we pay for coverage on. House is **************************************************************. *****. We called several times and were disconnected. Eventually we made contact with a person and were able to file a claim. We called back to see when and who would be coming out. We were told that the told the claim had been canceled by the person whom we spoke with previously. We had to file another claim which we did. We asked again to speak with a Supervisor several times and were placed on hold. We were placed on hold and eventually were disconnected. Eventually we were able to speak with ******** who assured us of an appointment time. We set up the appointment (day 3) still no repair to furnace. We had set the appointment for 3pm to 5pm when the renters would be home. We recieved a call at 5:30p that was on his way. The tenants were unable to be available. We had to call an independent contractor to service the furnace. We are requesting our $162.92 we paid for the repair and our monthly payments for 1 year. We have been paying for the Premium Plan on the account #******* for many Years and never experienced like this. Unable to get service. All conversation were recorded per the customer representative, if ********************** is interested on events. We canceled our Contract(s) and are enrolling with a different company.

  

  Business Response

  Date: 02/19/2025

  American *************** (AWR) appreciates the opportunity to respond to your January 27, 2025, correspondence regarding the complaint filed by ***** ********.
  
  We are writing in response to the complaint filed by Mr. ***** ******** regarding his Heating Premium Protection Program.
  
  On January 6, 2025, Mr. ******** contacted us to report an issue with his furnace. Despite our diligent efforts, we were unable to secure a contractor to service Mr. ********** claim. Consequently, *********** had to hire his own contractor to address the heating system problem,leading to his complaint.
  
  We have since been in communication with Mr.******** and have received the receipt for the completed repair. We are currently awaiting the paid invoice for the repair. Rest assured; we are committed to working with Mr. ******** until this matter is fully resolved. We encourage Mr. ******** to reach out 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 considerationTell us why here...

• Initial Complaint

  Date:01/27/2025

  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.

  January 2, 2025 Better Business Buresu of ******* and ***************** ************************************************* Dear *** or Madam Enclosed for your review and handle this complaint been filed against Pivotal Home Solutions Residential Customer Agreement Warranty Plan(s) Account ****** for their failure to provide home utility repair service and reimbursed for expense include appliance replacement plan. Pivotal Home Solutions Residential Customer Agreement Warranty Plan(s) Account ****** via my account with ********* Account Number ************** a multi-maintenance warranty plan(s) provides home utility repair services and expense reimbursed for Inside Water Line Plan(s)/Outside Water Line Plan(s)/Outside Sewer Line Protection Plan(s)/Inside Clog Drain Plan(s)/ Outside Clog Drain Plan(s)/Faucet Plan(s)/Fixture Plan(s) include Home Appliance Replacement Plan(s). Pivotal Home Solutions Warranty Plan(s) Account ****** customer service is the point of contact by telephone at *************) to request services and forms requesting reimbursement for home utility repair service expenses. Submitted claims for reimbursed for home utility plumbing and hot water heater repair services expenses included claims home appliance replacement to address listed:Pivotal Home Solutions,***************************************************************************************** a follow-up telephone called to inquire about the status of claims. Pivotal Home Solutions Warranty Plan(s) Account ****** customer service representative advised me I do not have coverage for home utility plumbing repair service expense and reimbursement for repair service expense.I would greatly appreciate your assistance to resolve this matter, should your office require any original paper copies to support this complaint under your review. Please do hesitate to contact me by email address: ******************* or cell telephone number ************. Sincerely, ******* E ******

  

  Business Response

  Date: 02/19/2025

  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 Mr. ****** regarding his reimbursement for his plumbing repair. *** advised him that repairs that were completed are not covered under his warranty program.  The plumbing protection program covers exposed water lines, the plan does not cover the cost to gain access or to expose the water line. After reviewing the account regarding the water heater reimbursement, PHS has not received reimbursement documents to qualify for the water heater reimbursement. *** and the claims department are willing to work with Mr. ****** in getting approved once the required documents have been submitted for the water heater.  We (PHS) encourage Mr. ****** 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: 03/03/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  Subject: Complaint #********
  
  Please accepted this email as my request for Complaint #******** be re-open. Attached for your review letter from *********** and **********, LLP regarding Pivotal Home Solution warranty plan account ******. Will contact PHS or the claims department for the water heater reimbursement issue.
  
  Sincerely, 
  ******* E ******
  Sincerely,
  
  ******* E ******

  

  Business Response

  Date: 03/14/2025

  Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your January 27, 2025, correspondence regarding the complaint filed by ******* ******.
  
  We have forwarded this complaint to our ***************** This will be handled by the **************** going forward they will communicate with Mr. ******* attorney to 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.
  

  
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22861910
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* E ******

• Initial Complaint

  Date:01/26/2025

  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 have cancelled this since 10/03/2024 : ****** then 20475552/2338782/ I have cancelled this months ago and still getting billed for an service man will not work on my furnace. 

  

  Business Response

  Date: 02/07/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 27, 2025,correspondence regarding the complaint filed by ******* ******.
  
  
  Upon receiving the above referenced matter (PHS) spoke to Mr. ****** regarding his request to cancel his Heating Premium warranty plan. *** advised him the contract has been cancelled at his request and a refund has been issued for his payment. *** advised him this could take up to 30 days. Mr. ****** understands. We (PHS)encourage Mr. ****** 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:01/23/2025

  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.

  Oncourse Home Solutions technicians have no necessary skills or knowledge to accurately diagnose or repair appliances. Not to mention go and destroy someones furnace damage more and then tell that family member you need a new furnace install and it will cost you $7000 warning this company Oncourse Home Solutions. it- happened to me from their contractors and clearly he said this before he even started working on my furnace. This is what consumer energy appliance tell us to do before we start working on your furnace and he seemed frustrated and said thats why we dont like working for consumer energy we rather work for ********** anyway my priority was for my family so I went and bought $400 heaters making sure my family is warm and safe during the days that the temperatures were dropping down I had called the governors office in ********. And relay to her staff our complain later on I received a phone call from a higher management team Oncourse Home Solutions they said we want to work with you and find a resolution that too was a lie failed through and made me hired three different companies with my own money. I paid over $900 to come and take a look what is needed to be done on the furnace, on January 9, 2025 I received an email from Oncourse Home Solutions the email confirmed The invoice was received and uploaded to the customer care for 3rd party reimbursement. Again I havent heard from them till today they send me mail statement Dear customer This letter is to confirm your **************** Gold coverage has been cancelled as requested.We're sorry to see you go - but understand the importance of prioritizing your subscriptions.If you have any questions or wish to return to our services and avoid costly appliance repairs in the future. Sincerely, ******* ******* Director, **************************** Just Because I dont know the law that does not give you the right to lie on behalf me I didnt requested to cancel your company chosen this is unacceptable. 

  

  Business Response

  Date: 02/03/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 15, 2025, correspondence regarding the complaint filed by ***** *********

  
  On January 15, 2025, at 11:45 AM, we spoke with Mr. ******** regarding his service interruption over the past nine days. The primary issue stems from his dissatisfaction with our initial contractors diagnosis. Contractor #1 assessed the situation but left the property after feeling threatened by Mr.Dedvukajs angry reaction. This technician has since refused to return. Second Contractor Team, Confirmed the initial diagnosis, finding 55 parts per million of carbon monoxide. Advised that the furnace is inoperable and nearing condemnation due to its age (23 years). Discussed replacement options, but *********** rejected these recommendations and became confrontational, causing the team to leave. This team also refused to return due to feeling threatened. Third Contractor ******************** refused service when the third contractor called to confirm their arrival. ******** has been combative and difficult to work with, threatening and berating our call center representatives during numerous calls. Recorded conversations show unprofessional language from Mr. ********* All attempts to assist Mr. ******** failed due to his refusal of our solutions. Independent contractors also declined to service his home due to our prior involvement. We informed *********** that he could hire a licensed third-party contractor. If our diagnosis was incorrect, we would cover the full cost. If the diagnosis was confirmed, we would reimburse him for similar market services. ******** claims to have obtained three quotes ranging from $4,900 to $7,800, suggesting they were for a new furnace, which is not covered under our terms. We explained that reimbursement would be reconsidered if a nominal repair was performed by a service provider.
  
  (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: 02/10/2025

   
  Complaint: 22850619
  
  I am rejecting this response because: they lied and didnt care about me or my family we will left the no heat for days. They didnt care in resolving this matter or bringing in about. Instead, they reject the rights of the people and their struggle and problems going forward what their company has assured their customers them that they will be taking care of them and timely matter. In making sure no one is left without heating in there homes during winter ?? 15 and under weather conditions and after the fact I seen, theyre not doing anything to take care of their customer I had to act and protecting my family and making sure my family is well taken care of with heat and conditions during the cold weather that the temperatures were dropping daily. on top of all instead of getting a call and resolving this matter, they sent me a bill on them $170 after them canceling me without my permission or my acknowledge they do not respect human rights and they take advantage of their customers so many customers are suffering from the same company as I read through complaints even a lawsuit against the same company which they try to hide all their complaints from a Better Business Bureau familys suffering wile this company does not take responsibilities as promise I think this company needs to be held accountable on their actions and needs to be stopped by hurting more people and providing service fraudulently by taking advantage of their money and service I just filed another complaint for the billing error that that sent me on February 28, 2025 and the amount of $170.29. I was labeled as I owed them which I gathered all my receipts and my proof that I have paid and I owe them nothing have a case complaint file. CAS-******-J1M5B9 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/12/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 15, 2025, correspondence regarding the complaint filed by ***** *********
  
  We apologize for any inconvenience this may have caused. We have made every effort to assist Mr. ********* but our providers do not feel safe entering his home due to the hostility they have encountered. We are willing to issue a reimbursement as long as it is covered within the customer contract, which *********** has refused.

  
  On January 15, 2025, at 11:45 AM, we spoke with Mr. ******** regarding his service interruption over the past nine days. The primary issue stems from his dissatisfaction with our initial contractors diagnosis.Contractor #1 assessed the situation but left the property after feeling threatened by Mr. ********* angry reaction. This technician has since refused to return.
  The second contractor team confirmed the initial diagnosis,finding 55 parts per million of carbon monoxide. They advised that the furnace is inoperable and nearing condemnation due to its age (23 years). Replacement options were discussed, but Mr. ******** rejected these recommendations and became confrontational, causing the team to leave. This team also refused to return due to feeling threatened.
  When the third contractor called to confirm their arrival,Mr. ******** refused service. He has been combative and difficult to work with,threatening and berating our call center representatives during numerous calls.Recorded conversations show unprofessional language from Mr. ********* All attempts to assist him have failed due to his refusal of our solutions.Independent contractors also declined to service his home due to our prior involvement.
  We informed Mr. ******** that he could hire a licensed third-party contractor. If our diagnosis was incorrect, we would cover the full cost. If the diagnosis was confirmed, we would reimburse him for similar market services. Mr. ******** claims to have obtained three quotes ranging from $4,900 to $7,800, suggesting they were for a new furnace, which is not covered under our terms. We explained that reimbursement would be reconsidered if a nominal repair was performed by a service provider.
  
  
  (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: 02/17/2025

  Complaint: 22850619
  
  I am rejecting this response because: I strongly disagree with the lie hold against the customer of consumer ***** ********. The second contractor team that showed up at ******************************************************* stated in a complain there initial diagnosis they have done, supposedly theyre finding 55 parts per million of carbon monoxide. They drilled the pipe going outside which is normal for all that to go outside, but is the wrong pipe that they drilled to convince me fraudulently force me with a brand new heater to buy from them and what their company has stated to do and was trying to sell me They haters technician said after I approached them and asking him why are you trying to sell me a brand new heater without installing the dashboard that we were sent here to do and turn the furnace for as meaning fixing the issue they were brought to my house for he said clear sentence he was advised by the appliance services consumers to say to the customer that the furnace is inoperable and nearing condemnation due to its age (23 years) then they tried to explain to you guys. Replacement options were discussed, but Mr. ******** rejected these recommendations and became confrontational, of course, I had to confront the technician with such words, telling me that the action he was taking and orders that was given to him by the consumers energy contractors that they have with. He hated to relate us to the customer and they always do this when hes out there performing work on their behalf, and he stated that he wishes he worked for ********** instead of consumers. This did not cause the team to leave. This team was explained that they were being unprofessional drilling a hole on the pipe going outside and trying to stick a customer with a brand new heater before even installing the dashboard and checking up the heater works which it did and thats when I said enough is enough. I need you guys to leave cause I seen the fraudulent thing that they had caused and damaged my heater worse and we do have prove and they should be reliable or stopped from going forward and doing this to all other other customers out there this is wrong people pay for the gold plan $86 per month and returned this company ***** peoples them abuses them and take their money and send their own contractors and advise them ahead what to say and what to do even to an extent damage there heaters and drill holes on the wrong pipes going outside demonstrating them that theyre problems with carbon Maxide in there pipes going out which is considered to be normal for all that Maxide to go outside instead of him checking around furnace heater inside if theres any leaks or any air coming through other pipes thats going inside and throwing that air he drilled in the wrong hole wrong pipe after he got caught me questioning them why would he send me a quote for a brand new heater without even him starting the job to see if the heater works or not after installment here is my attachments I couldnt attach on the complaint.
  
  Sincerely,
  
  ***** Dedvukaj    

  

  Business Response

  Date: 02/27/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to the most recent rebuttal complaint filed by ***** *********
  PHS has elevated Mr. ********* concerns to its management,which has gone to great lengths to provide the services to which Mr. ******** is entitled under his heating repair program (Program). Specifically, *** has sent several service providers to the customers home to inspect the ******************** unit and provide separate opinions on solutions. *** has also provided him with several constructive options (going above and beyond the coverages provided under the terms and conditions of the Program) to resolve the issue.
  Mr. ******** has refused to consider the solutions that we have offered him and instead has continued to demand that we agree to reimburse him for the full cost of replacing his furnace. Such a reimbursement is neither covered by the terms and conditions of his service program, which provide for the repair of the covered heating unit.
  Additionally, Mr. ******** has been belligerent with both PHS employees and the service providers, which has hindered PHSs ability to provide service.
  By way of background:
  On January 15, 2025, at 11:45 AM, PHS spoke with Mr. ******** regarding his service interruption over the past nine days.
  The customer was dissatisfied with the diagnosis made by the first service provider that *** sent to the property.   The first ********** assessed the situation but was forced to leave the property after feeling threatened by Mr. ********* angry reaction. This ********** has since refused to return.
  *** dispatched a second service provider team to the property. That team confirmed the initial diagnosis and provided additional detail. In the **********s professional opinion, the customers furnace is inoperable and is nearing condemnation due to its age (23 years).
  The second ********** attempted to discuss replacement options with the customer, but Mr. ******** rejected these recommendations and became confrontational, which forced the service provider team to leave. This team also refused to return due to feeling threatened.
  *** assigned a third service provider to visit the customers property, but Mr. ******** refused service when the third service provider called him to confirm their arrival.
  Mr. ******** has been combative and difficult to work with. He has threatened and berated **** call center representatives during numerous calls. Recorded conversations show unprofessional language from Mr. *********
  The attempts made to assist Mr. ******** have failed due to his refusal of our solutions.
  Additional independent contractors to which *** has reached out have also declined to service the customers home.
  Considering the above and in an attempt to resolve the complaint, *** has informed Mr. ******** that he can hire a licensed third-party contractor and made the following offer:
  If a licensed third-party contractor determined that our prior diagnosis was incorrect and the unit could be repaired, PHS would cover the full cost.
  If the licensed third-party contractor determined that PHSs diagnosis was confirmed, PHS would reimburse the market cost for similar services.
  Mr. ******** has refused to accept this offer.
  
  The customer claims to have obtained three quotes, apparently for a new furnace, ranging from $4,900 to $7,800.
  As stated above, the terms and conditions of the Program do not cover the full replacement cost of a furnace. The Program provides for the repair of a repairable heating unit. We have explained to the customer that reimbursement of repair cost would be reconsidered if a nominal repair was performed by a licensed service provider.
  
  *** has made every attempt to resolve the customers issue.Our offer to reimburse the customer for services by a private contractor remains open.
  Therefore, *** does not believe that there is any remaining unaddressed dispute between our company and the contractor, and we believe this complaint should be considered resolved. However, we remain committed to the offer referenced above if the customer accepts it.
  (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 suggested resolutions are fully responsive to the customers concerns and useful to you in your investigation.
  Please contact me with any questions.  Thank you for your time and consideration.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22850619
  
  I am rejecting this response because: they lied to me and promised they will be taking care of me  by chosen my own technician and as well they told me to send there quotes and I did all the offers there telling Better Business Bureau that provided to the customer is beyond a lie every time I speak to the department there is no offer matter fact theres only a billing which I got billed for the past two months even though that they discontinue the package deal and I have proven all they do is lie and lie just like theyve been doing the same thing to all the customers as I review on this website it is a shame they do not take on their responsibility part important they discriminate against the customer in a high-level fashion and of course a customer has a right to protect your home and their family from a third-party companies out there that theyre trying to stick them but the brand new heater before even fixing it now that they damaged I had to get a brand new heater I chose to get a brand new heater because I was left out with no help from this company. They took $87 per month for 10+ years they also charged me additional $170.29 for there canceled its a disgrace and unacceptable behavior. What theyre doing just because I happen to be a European and try to take advantage of me because I dont know the laws in ************* discriminating against their customer under disputing their charges for February 2025 and the amount of $170.29 which says total appliance service plan instead of helping me they try to stick me with another $170.29. I havent received one ***** from them. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/23/2025

  Type:Sales and Advertising 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 moved and received a paper bill from *********. I noticed a charge of $18.48 for Pivotal Home Solutions. I didnt sign up for this service. I dug a little further and in addition I have been paying for this service since 2011! I didnt enroll in this service. I want a refund from 2011 until December 2024. How were they able to do this? I had no idea this was even possible!! I am very upset that they have chosen how I spend my money. Appreciate any help. Thank you.

  

  Business Response

  Date: 02/07/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 23, 2025,correspondence regarding the complaint filed by ******* ******.
  
  Upon receiving the above referenced matter (PHS) after review of the account Ms. ****** was enrolled in the Gas Line and Electric Line Protection programs. (PHS) confirmed that enrollment was submitted on July 29, 2015, at the time the *********** was enrolled. Our records indicate that terms and conditions were sent on July *******. Renewal notices were sent from 2016 to 2024. The customer was also notified of any price increases prior to the changes in August 2018, December 2022,December 2023 and December 2024. There is no indication that the enrollment is invalid, and (PHS) has made every effort to inform customers of any contract changes. (PHS) has done its due diligence to inform the customer of enrollment the charge being visible on the utility gas bill shown as (optional service non-utility). *** spoke to Ms. ****** and as a courtesy offered reimbursement for the service. This refund is not an admission of fault but rather in goodwill and an attempt to resolve her 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.
  
  

  Customer Answer

  Date: 02/10/2025

   
  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:01/23/2025

  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.

  They never answer calls for repairs, the hold time on the phone was an hour. Inappropriate behavior laughing on phone when talking to customers. I canceled my services and I have yet to receive a email with my cancellation. I want my refund from this month of what they charged me.

  

  Business Response

  Date: 02/03/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your correspondence regarding the complaint filed by ****** *****.

  
  (PHS)  Confirmed Contract  was cancelled and the customers request  on 1/22/25 and is scheduled to be fully deactivated upon the next meter reading 2/12/2025  as a courtesy  a credit was issued to Zero out the final charge and  a refund for the last month paid has been issued and expected to be received  within 2  to 3 weeks (PHS) encourages ****** ***** 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: 02/03/2025

   
  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,
  
  ****** *****