Complaints

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

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  Oncourse Home Solutions

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

  
• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

• 

  Extra Service Protection

  100 International Dr # 175 Portsmouth, NH 03801-6854

• 

  Nipsco Home Solutions

  PO Box 5370 Naperville, IL 60567-5370

• 

  Extra Service Protection

  100 International Dr Ste 175 Portsmouth, NH 03801-6854

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

• Initial Complaint

  Date:01/22/2025

  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.

  Home furnace warranty issue. Furnace failed during early morning hours on 1/20/25. Attempted to place a warranty request around 1:00 A.M., operator unable to set up claim due to system issues and advised to call at 8:00. Note temps were below 0 F. Called in again around 8:A.M, was told they would not be out until the following day between 1 and 5 P.M. No contact regarding service window from serv ice vendor or On Course. Called in again on 1/21 around 4:45 P.M. Operator checked on appointment and provided a phone number and vendor name to contact and stated I would be contacted soon. Called number. Number invalid. Called back to On Course and after much time was told 1 to 5 P.M. on 1/22/25 for service. I explained that the cold was dangerous and that I was told this would be treated as an emergency priority. Operator unable to get dispatch to escalate. Asked for supervisor-none available. She forwarded my contact info to escalation **** for them to contact me. No contact from them to date. I just want my furnace repaired. This used to be Pivotal Home Solutions.

  

  Business Response

  Date: 02/03/2025

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

  
  Mr. ****** contacted PHS on January 21, 2025, to initiate a claim. *** scheduled a provider visit for January 22, 2025,during which it was determined that the unit, installed in 1996, was deemed unrepairable and unsafe for use. The specific issues identified included a malfunctioning draft motor and overall poor condition. Due to the age of the unit, there is an increased risk of carbon monoxide leak. According to ***'s terms and conditions, the customer is not eligible for replacement coverage as their current plan, Heating Basic, only covers repairs and does not include replacement.   (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,
  
  *** *******

• Initial Complaint

  Date:01/16/2025

  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.

  Upon reviewing our utility we found we were being charged for something called Oncourse. We never signed up or contracted with this company. Found out that previous utility company had a corporate account with them and they just chose to charge new utility company without contacting us. Since 2015 been billed for a service fraudulently and when we called to get our money back was given run around. 2 months of calling and all we get is.... someone will call you in 7 to 10 days. Fraud, thievery and negligence. 

  

  Business Response

  Date: 01/31/2025

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

  
  (PHS) confirmed that enrollment was submitted on July 9, 2015, at the time the *********** was enrolled. Our records indicate that terms and conditions were sent annually in July from 2016 to 2024.Customers were also notified of any price increases prior to the changes in December 2019 and December 2023. There is no indication that the enrollment is invalid, and (PHS) has made every effort to inform customers of any contract changes. As a courtesy, PHS) has offered a reimbursement for the last year of service. At the customers request, the contract was canceled on October 7, 2024.

  
   (PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** on behalf of **** ******. 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

   
  Complaint: 22821744
  
  I am rejecting this response because: once again, we never signed up for this service.  Even current utility had zero idea what this company was and we had to look up on internet.  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/04/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your correspondence regarding the complaint filed by ******* ****** on behalf of **** ******.
  
  (PHS) confirmed that enrollment was submitted on July 9, 2015, at the time the *********** was enrolled. Our records indicate that terms and conditions were sent annually in July from 2016 to 2024. Customers were also notified of any price increases prior to the changes in December 2019 and December 2023.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 by price change notifications and being visible on the utility gas bill shown as (optional service non-utility). PHS contacted Mr. ****** and as a courtesy offered reimbursement for the last 3 years of service. This credit is not an admission of fault but rather in goodwill and an attempt to resolve his dispute. Mr. ****** declined the offer and hung up. At the customers request, the contract was canceled on October 7, 2024.
  
   (PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** on behalf of **** ******. 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: 02/04/2025

   
  Complaint: 22821744
  
  I am rejecting this response because: once again.  We never signed up for this service

    In fact during last conversation you had with husband your company stated that he had to have called to enroll.  Previous call that your company apparently did not log he was told that it had transferred from a c0rporate account from previous utility.  Please provide documents *** proof of our enrollment at any point or signed approval from us that we had accepted this service.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/15/2025

  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.

  Called for a service on my washing machine. Was given a claim # and told that a service provider would contact use the following day. the next day was notified that it would be a week before the next available appointment. Agreed to wait. on day of appointment would be contacted as to what time they would arrive. Received call stating they would arrive between 8 and ***** 930 Received call from ************** stated appointment was for 2 to 4 my wife told person that we expected someone by 10 and after a week waiting and taking time off to wait for service was told it was a hostile environment and used that excuse to cancel repair .she reported incident to pivotal and was told they were trying to find someone else because there is a lot of complaints about this provider. Pivotal told my wife that the machine was old and not repairable so they would give us paperwork to get reimbursement for replacement. Instead was sent paperwork to find my own service provider and send them paid receipt and I would be reimbursed. Contacted pivotal again stating I pay for a service and now I'm doing their job they said they have only one provider and this is my best option. Asked to speak to supervisor and and was told I would receive a call back after being on the phone for almost an hour. Next day called again after 20 minutes only choice is to play this delay game. canceled furnace contract right then and will be canceling laundry room service as soon as the washer is fixed or I am compensated per the contract.  

  

  Business Response

  Date: 01/30/2025

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

  
  Upon reviewing the referenced matter (PHS), contacted ******* and confirmed that a claim was opened on January 7, 2025. On January 8,the provider reached out to the customer and scheduled an appointment for January 14. During the follow-up on January 14, the provider informed the customer that they would arrive after 5 PM. The customer expressed dissatisfaction and requested a new provider. Unfortunately, no other providers were available, so the customer was offered the option to find their own provider and receive reimbursement. As of January 28, the check was approved and sent to Accounts Payable for processing. The customer should expect to receive the check within 1 to 2 weeks. At the customer's request, the contract has been canceled.

  
  (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: 01/31/2025

  Complaint: 22816898
  
  I am rejecting this response because: Their response states that they would arrive after 5 on the 14. that was not the case. the service provider hung up on my wife after she explained someone had called and were expected between 8 and 10 and caller stated they scheduled 2 to 4. when she stated they should of already been there she was hung up on. she called back later and spoke to a representative who stated they were looking to replace provider but no other was available but because of the age of machine they would send form for reimbursement. Instead was sent form to get my own service. Which I did they deemed machine unrepairable. Sent form back to pivotal with receipt for service. was sent denial of claim do to lack of information. This is supposed to be a service not a do it yourself and we will try or best to inconvenience you so we can delay payment.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/04/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 15, 2025, correspondence regarding the complaint filed by ***** ****.
  
  Upon reviewing the referenced matter (PHS), contacted Mr. **** and confirmed that a claim was opened on January 7, 2025. On January 8, the provider reached out to the customer and scheduled an appointment for January 14. During the follow-up on January 14, the provider informed the customer that they would arrive after 5 PM. The customer expressed dissatisfaction and requested a new provider. Unfortunately, no other providers were available, so the customer was offered the option to find their own provider and receive reimbursement. Per the terms and conditions on page 2 of 15 state ( In situations where Company informs You that an Authorized Servicer is not available, You may be authorized for repairs done as a Customer Reimbursement. This means You will pay for repairs and submit the invoice to Company for reimbursement and may be reimbursed the cost of covered repairs up to Your Plan Limits. Your Agreement must be active, and You must be current on all payments in order to receive such Customer Reimbursement under the terms of this Agreement.) As of January 28, the check was approved and sent to Accounts Payable for processing. The customer should expect to receive the check within 1 to 2 weeks. At the customer's request, the contract has been canceled.
  
  (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: 22816898
  
  I am rejecting this response because:
  I have responded to the pivotal complaint  stating  the information  the business sent was false .my wife was called the morning of the 14th and told there would be a service person arriving  between 8 and 10 .at 9:45 she received a call stating the appointment was between 2 and  4 that afternoon  she explained that someone was to be there by 10 was told it was a hostel environment that they would not show up and was hung up on.i have responded several  times with this response so my feelings are that the bbb is not even  bothering to investigate just taking the business side.i feel I have been wasting my time  responding because I have not been sent a link to respond and have had the same message multiple times. I will no longer do business with any thing related to concourse. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/13/2025

  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.

  9/4/19 - Automatic Water Heater (***) leasing (5 year) 67 month x $20.19 = paid a Total $1.353 10/19/24 (5 year) Automatic Water Heater (***) broke down! notified company signed papers & cancelled leasing. It is my understanding $1,353 covered the total cost of the *** rental 11/5/24 got final bill for $810 including interests. I requested a breakdown of the bill. Called the company, 'American Home Solutions' several times and could not get an answer! emailed the president of the company and someone called me but unfortunately I was unable to answer the phone. 12/18/24 last time I emailed the president, but no answer so far. January 5/24 got last bill for $840 including taxes. I have requested a 'breakdown of the bill' in order for me to pay it, but they have totally ignored me. 

  

  Business Response

  Date: 01/28/2025

  Oncourse Home Solutions (OHS)appreciates the opportunity to respond to your January 13, 2025, correspondence regarding the complaint filed by ******* *****
  
  Oncourse Home Solutions (OHS) has made several attempts to reach ******* ***** and were unsuccessful,at the telephone number we have listed on file for his account.  The amount owed on the account is the Buyout charge pert the customers contract with the lease agreement .We (***) encourage ******* ***** to contact us with any additional questions or concerns.
  
  (OHS) 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:01/10/2025

  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.

  I have been paying for about 15 years with my monthly ************ of Ohio bill for a Heating, Cooling, and Water Heater Repair Contract. My furnace blower was having issues in 11/23 and they told me that until it fails, could not cover replacement. Now in 12/24 the blower would kick the furnace breaker as it is beyond repair. They sent out a contractor whom said the blower is bad, but the furnace is leaking CO gas into the airflow and could not be fixed and had to be replaced. They put a new furnace in at a cost of *******. Pivotal sent me paperwork to do a reimbursement of $2,000. as outlined in my policy for replacement. They now say I do not have replacement coverage. I sent them a copy of the contract which I attached here. I want my $2,000 reimbursement or complete refund of 15 years of monthly payments,

  

  Business Response

  Date: 02/07/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 10, 2025,correspondence regarding the complaint filed by ******* ****.
  
  
  Upon receiving the above referenced matter (PHS) spoke to Mr. **** regarding his concerns about his furnace being deemed irreparable. Mr. **** is enrolled in the Heating Basic program which does not have replacement coverage. *** advised Mr. **** his warranty plan is for repairs only and he does not qualify for reimbursement regarding his new furnace. Per the Terms and conditions on page 3 of 14 section 3 the Heating Basic Program states (Rolling Limit: up to $2,300 Repair Coverage INCLUDED: The Plan covers parts and labor included in Heating Repair. EXCLUDED:Exclusions include but are not limited to the exclusions and limitations listed under Heating Repair, Unit Replacement and Heat Exchanger.) 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: 02/07/2025

   
  Complaint: 22794879
  
  I am rejecting this response because:  The terms of the contract they describe are in a new contract they sent to me after the incident.  I have all correspondence from when I signed up with them.  The ********************* now has all these documents and date received by me.  I am one of many complaints filed with the Ohio attorney General.
  
  Sincerely,
  Mr.
  ******* ****

  

  Business Response

  Date: 02/14/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 10, 2025, correspondence regarding the complaint filed by ******* ****.
  
  
  Upon receiving the above-mentioned matter (PHS) spoke to Mr. **** regarding his concerns about his furnace being deemed irreparable. Mr. **** is enrolled in the Heating Basic program which does not have replacement coverage. *** advised Mr. **** his warranty plan is for repairs only and he does not qualify for reimbursement regarding his new furnace. Per the Terms and conditions on page 3 of 14 section 3 the Heating Basic Program states (Rolling Limit: up to $2,300 Repair Coverage INCLUDED: The Plan covers parts and labor included in Heating Repair. EXCLUDED: Exclusions include but are not limited to the exclusions and limitations listed under Heating Repair, Unit Replacement and Heat Exchanger.) As a courtesy and not an admission of fault we have offered Mr. **** a Partial reimbursement for the replacement of his unit which he has agreed to. 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: 02/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me upon completion.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/03/2025

  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.

  This company is the warranty company for **************. It was determined by my plumber this summer that my main sewer line needed to be replaced because of issues with backups. I have plumbing insurance which covers up to $2500 for in-home plumbing repairs. I was approved to have the line replaced by their affiliated plumber. When I looked up their plumber on the BBB website (******************************************************************************************************************************), I noted that they had a D rating. I did not want to have a company with a D rating dig up my family room so I requested to go out of network. I provided all of the requested information to support the claim: invoice from plumber with payment in full, description of problem as well as pictures of the work including the rotted pipe. On November 20th, I received an email stating my claim was denied, but if I could send additional explanation of why the repair was needed they could reopen the claim. On November 21st, I sent an updated invoice from the plumber that stated "cast iron pipe broken...replace 5-10 feet of broken pipe." Since then, I have called multiple times. My first call in early-mid December, I was told I would be called back. It is now January 3rd and never received a call. I called back earlier today and asked to speak to a supervisor, I was put on hold to look up my account, was left on hold for over 15 minutes and then disconnected. I called back again and was told the claim was denied. I asked if they received my paperwork on November 21st and I was told yes. I asked to speak with a supervisor, I was put on hold by *****. He came back on to say he would call me back in 20 minutes. Over 1 hour later, no return call. I called back and spoke with a *******. He did not see a record of me speaking with a *****. I was again told my claim was denied so I asked to speak to a supervisor. I was put on hold and it has now been 46 minutes that I've been on hold.

  

  Business Response

  Date: 01/16/2025

  Thank you for bringing this matter to our attention. ************************ (AWR)appreciate the opportunity to address ******* ******* concerns regarding your January 7, 2025, correspondence.
  

  In response to the claim filed by Mrs. ******* ******* regarding her leaking drain. *********** is enrolled in our Water, Sewer, and In-Home Protection Programs. She filed her claim in September 2024.
  

  After assessing the claim, it was determined that there would be out-of-pocket costs associated with the repairs. Mrs. ******* hired a contractor to make the necessary repairs and submitted copies of her invoices for review. Upon reviewing these invoices, we found that a more detailed description of the work performed, and an itemized breakdown of the costs were needed.
  

  We have requested this additional information from Mrs. ******* and informed her of the steps required to have her reimbursement reviewed. We are committed to resolving this matter promptly once we receive the necessary documentation.
  

  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: 01/16/2025

   
  Complaint: 22765023
  
  I am rejecting this response because I responded to the denied claim on November 21st with the additional information requested at that time.

  I did receive a phone call on Tuesday, Janauary 14th asking for this same information again. I returned the call Tuesday evening and left a message explaining this. Another message was left by the company today and follow-up email sent asking again for the same documentation. I have forwarded all documents to this new contact and was told he would review. I am happy to discuss with them.

  Please keep in mind that the original scope of work was  approved by the company if I used their plumber. In both cases I would be responsible for additional cost beyond the allotted reimbursement amount which I am aware of and fine with, I would just like reimbursement for what the warranty plan should pay.

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

  

  Business Response

  Date: 01/31/2025

  Thank you for bringing this matter to our attention. ************************ (AWR)appreciate the opportunity to address ******* ******* concerns regarding your January 24, 2025, correspondence.

  
  In response to the claim filed by Mrs. ******* ******* regarding her leaking drain. *********** is enrolled in our Water, Sewer, and In-Home Protection Programs. She filed her claim in September 2024.
  We have requested additional information from Mrs. ******* and informed her of the steps required to have her reimbursement reviewed. *** received the requested items and sent Mrs. ******* a settlement agreement. She will need to review and sign the agreement to receive a partial reimbursement for her drain lines.
  We are committed to resolving this matter promptly and encourage Mrs. ******* to reach out with any further 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: 02/06/2025

   
  Complaint: 22765023
  
  I am rejecting this response because I had wanted to speak to your escalation agent to adjust the verbiage of the settlement agreement. I really don't understand why I need to sign a settlement agreement to be paid the money that I am rightfully do. I followed the correct steps of getting pre-approval to have a third party plumber perform the work and submitted all of the requested materials to prove the work was done as planned and the invoice was paid in full. However, I'm honestly so tired of leaving messages, waiting on hold with the company and dealing with this that I have signed the completely inaccurate and utterly ridiculous agreement. I cannot believe I need to sign a settlement agreement to receive fair and just compensation for something that should have been a simple approval since I did exactly as I was asked and did not move forward with the work until I received authorization to do so. I'm seriously tempted to cancel my warranty plan after the experience that I've had with this claim. I would like to leave this complaint open until I receive payment from the agreement. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/02/2025

  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.

  Called regarding stove not working Dec 23 and set me up wismam They told me only one repair man and it is Jan 2 and still no stove fixed !!!Called ******* multiple x and Nipsco Dec 23 30 and Jan 2 and ******* said no repair man for week or 2 and Nipsco giving me run around. I pay $60 month for this service on Nipsco gas bill. 

  

  Business Response

  Date: 01/13/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 2, 2025,correspondence regarding the complaint filed by ****** *******.
  

  Upon receiving the above referenced matter (PHS) made several attempts to contact Ms. ******* at the number on the complaint and on her warranty account. The phone number ************* is not an active number. PHS also called ************** on 01/10 and 01/13 and left a detailed message. The customer is encouraged to contact *** at her earliest convenience. 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:12/31/2024

  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.

  I cancelled their service in January 2014. Never heard anything then got a bill in June and called then and they confirmed the account was closed. Never heard anything again until got a bill last week for $246.50. I called and they confirmed that I did cancel and I called in June. Now they are saying I never called and I owe. I talked with a very rude woman named ****** who needs to be fired as I caught her lying to me that I never called in . I do not owe them any money and will not pay this company is a scam. There is another employee named ******* that refuses to allow me to talk with a supervisor.  

  

  Business Response

  Date: 01/20/2025

  see attachment

  Customer Answer

  Date: 01/30/2025

   
  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. It is resolved. They removed the charge
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/31/2024

  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 live at ****************************************************************************************. The property at ********************************************** has been sold and is vacant. I spoke to the secretary of the President and she assured me that the account would be canceled and I would not receive another bill. Well another bill arrived at ************************ with the payment due date of Due Now. The account number is *******. I would like to receive a cancellation letter from Pivotal Home Solutions as a record. The address ion the bill is *********************************. I have complained about Pivotal Home Solutions before regarding cancellation of this account. Again, the bill should be sent to the new owner of **********************************************. I do not want this to affect my credit. Thank you.

  

  Business Response

  Date: 01/24/2025

  Good afternoon,

   

  I have attached a response and copy of her final bill for ******** *********.

   

  If you have concerns, please contact me. Have a great day!

   

  ****** ********-Bond | Escalation Specialist
  *******************************************************************************************************************************************************************************************************************
  Work Phone # **************
  ****************
  ********** | **********************************
  
  

• Initial Complaint

  Date:12/30/2024

  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.

  have 2 acct was told the old **** had missing information like what was covered the agent told me he had to create a new acct. the have been receiving monies for both accts ***** a month for the old acct and the new acct ****** for over 1 year. each acct has been paid for over a year. they refuse to reimburse my money, so I have suggested to credit the acct. I don't care which one. it credited. they said i was told i need to cancel the old acct within a month. What I don't understand I have been calling they told me I need to have the utility company to cancel. The utility company said they couldn't because Pivotal is still sending invoices for the old acct.

  

  Business Response

  Date: 01/15/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 30, 2025,correspondence regarding the complaint filed by **** *****.
  

  Upon receiving the above referenced matter (PHS) spoke with Ms. ***** regarding the accounts that were created on her behalf. An error occurred when transitioning from utility bill to a direct bill. *** has since rectified the error by cancelling the utility billed account and issuing a refund for overpayment. The process for the refund could take up to 30 days, Ms. ***** understands. 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.