Complaints
This profile includes complaints for Oncourse Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 481 total complaints in the last 3 years.
- 198 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/27/2024
Type: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 was promoted by my employer for home warranty coverage. After researching their programs for plumbing coverage and heat/air conditioning maintenance, I signed up for the Preferred Interior Plumbing Protection/Heating and Cooling Maintenance on 11/7/2024. $22.83 was taken on 12/7/2024. On 12/11/2024, I requested plumbing service on Oncourse's website. On 12/20/2024, I resubmitted my service request. Still no word. Today, 12/27/2024, I called to find out what was going on. The first ****** I talked to told me that the website has had ongoing technical issues which was probably why my request didn't go through. After being on hold for over 30 minutes, it sounded like the phone line went dead. I called back again, spoke with a young woman, explaining everything all over again. I was on hold again for over 15 minutes and had to hang up for another call coming in. I called back a third time, explaining the situation AGAIN. The young man I spoke to said that the coverage that I had signed up for didn't cover my service request (garbage disposal not working, running toilet and dripping kitchen sink faucet). Apparently, the interior plumbing coverage covers lines in the house, not actual plumbing issues. He told me that Oncourse does have coverage for what I called about but that coverage wasn't available in my area. I told him to cancel my coverage as they were not covering my area. He tried to get me to stay for half of the cost. I told him if there is no coverage, there is no reason for me to pay any more. I asked for a refund. He forwarded me to the cancellation department. I explained the situation a FOURTH time and things got a little testy - no refund. He asked why I didn't call in. He put me on hold for ***** minutes while he canceled my coverage. I figured out my coverage had been canceled when the phone hung up on me. After reading other complaints, I am concerned that I will be charged again come January 2025.
Business Response
Date: 01/10/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 28, 2024,correspondence regarding the complaint filed by ***** *****.
Upon receiving the above referenced matter (PHS) Ms. ***** is enrolled in the Preferred Interior Plumbing Protection and The Heating and Cooling maintenance program.(PHS) spoke to Ms. ***** she had concerns about what is covered under the plumbing program. (PHS) advised her the program covers leaks and breaks and the removal of clogs from the interior drainage systems. The program does not cover fixtures or her garbage disposal. Ms. ***** cancelled the warranty plan on 12/27/******* a goodwill gesture and not an admission of any liability, a refund will be issued for the 2 months she was enrolled in the program. 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: 01/21/2025
Complaint: 22737650
I am rejecting this response because:
Until Oncourse refunds my payments as promised, I do not consider this complaint resolved.
***** *****
Sincerely,
***** *****Business Response
Date: 01/30/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 28, 2024, correspondence regarding the complaint filed by ***** *****.
Upon receiving the above-mentioned matter (PHS) Confirmed a refund has been issued as of 1/22/25 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:12/27/2024
Type: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 am trying to cancel non utility charges, when I call the contact number I only get a recording stating that I will receive a text from them, that was 3 days ago.Business Response
Date: 01/13/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 27, 2024,correspondence regarding the complaint filed by ******* *******.
Upon receiving the above referenced matter (PHS) made several attempts to contact Ms. ******* regarding her complaint and was unsuccessful. PHS called ************** on 01/08,01/10 and 01/13 a detailed message was left to call. Ms. ******* was enrolled in the Outside Sewer and Outside Water line program, the coverage was cancelled on 12/29/2024 at the customers request. The charge Ms. ******* received was prior to the date of cancellation of the program. (PHS) as a courtesy issued a credit to zero out the balance. Contact us at her earliest. We (PHS) encourage ********** to contact us with any additional questions or concerns.
(PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.Initial Complaint
Date:12/26/2024
Type: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.
My Mother had been paying Pivotal Home Solutions for 7 years. Now that she is Deceased they do not want to fix her Furnace, even though my brother and I have been keeping up with with premiums.Business Response
Date: 01/24/2025
Good afternoon,I have attached a response for **** ****** ********.If you have concerns, please contact me. Have a great day!****** *********************************************identifyelement="309" style="font-weight: 700;"> Escalation **************************identifyelement="310">************************************************************************************************************************************************************************************************************************************************************************************************************
Work Phone # **************
****************
********** | **********************************Initial Complaint
Date:12/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a problem with my heat for the first time in 30 years of owning this house so I called Oncourse Home Solutions thinking I had everything covered I rent a Conversion Burner ***** and I rent a Generic Water Heater ***** and pay for Basic Heating ***** after waiting 2 days someone finally came and looked at it and took pictures and said they would send this too Oncourse after another 2 days we heard back from them saying we cant fix this you need to much work and Basic Heating will not cover anything because you have a Conversion Burner Why didnt they tell me from the beginning l was paying for Basic Heating for NOTHING The first time I need insurance and I get denied no need to have this insurance if you dont get anything in return big fat ZEROBusiness Response
Date: 01/15/2025
************************ (***) appreciates the opportunity to respond to your December 23, 2024, correspondence regarding the complaint filed by **** *****.
Upon receiving the above referenced matter PHS made contact with Mrs. ***** on November 22, 2024, and she was advised of her coverage and coverage limits per the terms and conditions of the program. Within the customers selected plan she was advised that replacement coverage is not included, and as the unit needs to be replaced, it is the customers responsibility to replace the unit as an out-of-pocket ******* a courtesy and act of goodwill, the customer was offered 4 months credit to resolve the dispute. The customers coverage was also cancelled as requested.
We (PHS) encourage **** ***** to contact us with any additional questions or concerns.
American *************** (***) 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:12/23/2024
Type: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.
Company increased our bill by half in November, 2024. I spoke to them immediately to say I didn't agree to their terms of discount for credit card or bank acct number for payment . In December 20, 2024. They do not speak English, can't find your acct. After years and years of paying my bill with bill pay or credit card.I spoke for over 70 minutes to a **************** representative (****) in November to discuss our plan but they wanted my Credit Card or Bank Account Number for continued service. I said NO I have no problem paying by stamp, or my bill pay. This was not satisfactory to their company after years of coverage and being paid this way. This company increased my bill from $50.45 to $108.95, I did not agree to. I have not received any cancellation letters, no increase letters or emails up until November when I called. Over $108 a month is ridiculous for a potential cleaning of my furnace when it's $300 privately.Many hours of my time has been spent on this and we didnt even get a heating cleaning last year. How can they increase someone by half because they wont agree to them asking for sensitive information? I was offered $50.46 no penalty by their representative on November 22 and November 25, 24. I was also offered $54.45 no penalty by another representative the same day. What is going on with this company? I spoke to 3 representatives, could not understand the first ****** I asked for a Supervisor named ***, with no resolution. She refused to email me a cancellation notice or email of our conversation. I then spoke to **** and was sending this to an escalation team, as I just want to pay the balance of $50.46 or zero not $217.90. I have not heard back from him and he assured me he would call back today. I called the company back 12/20/24 and spoke to ***** and she said my final bill is now $108.95, I paid via bill pay. They are holding me to two months of a contract that I didn't agree to and are overcharging.Business Response
Date: 02/07/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December *******, correspondence regarding the complaint filed by ****** ******.
Upon receiving the above referenced matter (PHS) spoke to Mr. ****** on January 15, 2025,regarding his final bill. Mr. ****** stated he also wanted to confirm the account was cancelled. *** advised Mr. ****** that the account has been cancelled at his request and a contract termination letter was emailed to him on November 23, 2024, and another letter was mailed November *******. *** issued a courtesy credit to zero out the balance on the account. 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: 02/20/2025
Complaint: 22724219
I am rejecting this response because:
This business has failed to give me a cancellation notice after paying a final payment on my end, to close my contract with them. They have never even given me a copy of my contract, either. To recap, when they increased my bill, I contacted them immediately.
They are operating with intent to "extort" double the price of the monthly contract because I wouldn't provide them with my credit card or bank account information for them to automatically deduct for payment. In all the years before, I paid by check or from my bill pay.
This review, complaint should be held open until they stop this practice. They have lied to husband and myself and others according to BBB and ****** reviews.
Regards,
****** ******
Sincerely,
****** ******Business Response
Date: 02/21/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December *******, correspondence regarding the complaint filed by ****** ******.
Upon receiving the above referenced matter (PHS) spoke to Mr. ****** on January 15, 2025,regarding his final bill. Mr. ****** stated he also wanted to confirm the account was cancelled. *** advised Mr. ****** that the account has been cancelled at his request and a contract termination letter was emailed to him on November 23, 2024, and another letter was mailed November *******. *** issued a courtesy credit to zero out the balance on the account. We understand Mr.Marlows concerns regarding the billing increase and the request for credit card or bank account information. Our intention is not to extort but to streamline the payment process and ensure timely payments and to eliminate an interruption in coverage for non-payment. 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: 03/05/2025
Complaint: 22724219
I am rejecting this response because:I have now received the response from the company via BBB and they are still lying. They never sent a cancellation/termination letter to my husband by email nor did they mail a letter to us to our house.They never mailed the price increase to us, they did try to extort extra money to close this account. ******************** talks in circles. They mailed a Zero balance bill.When I have the time I will send a complaint to the ************************** I am disgusted with their lies.
Sincerely,
****** ******Initial Complaint
Date:12/20/2024
Type: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 been trying since August 2024 to cancel this account. I no longer live at the address. I keep getting billed.Business Response
Date: 02/07/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 20, 2024,correspondence regarding the complaint filed by ***** ******.
Upon receiving the above referenced matter (PHS) made several attempts to reach Ms. ****** with no success. An attempt was made on 12/24, 01/28, 01/29 and 01/30 each time her voicemail said the mailbox was full and a message could not be left for the customer. PHS is eager to speak to Ms. ****** to resolve her concerns. 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: 22714004
I am rejecting this response because:I was available by text ********** or email *******************************. All I want is a written response from PVS stating that the account is closed. They promised to do this after my 4 conversations with them, but they did not. I am no longer living in the **, and have placed a stop payment on my bank account.
Sincerely,
***** ******Business Response
Date: 02/14/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 20, 2024, correspondence regarding the complaint filed by ***** ******.
Upon receiving the referenced matter, PHS made several attempts to reach Ms. ****** without success. Attempts were made on 12/24,01/28, 01/29, and 01/30, but each time her voicemail indicated that the mailbox was full, preventing us from leaving a message. Our records show that the contract was canceled at the customers request on 10/23/24. As a courtesy and not an admission of fault, we have issued a refund dated back to the cancellation date indicated by Ms. ******* which will be received within 1 to 2 billing cycles. We 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:12/19/2024
Type: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.
Here is the news story: *********************************************************************************************************** has paid this company for 20 years and they aren't sending anyone out to fix her furnace and she's 80 with health issues.Business Response
Date: 12/23/2024
************************ (***) appreciates the opportunity to respond to your December 20, 2024, correspondence regarding the complaint filed by ***** Stray on the behalf of **** ******.
Upon receiving the above referenced matter AWR has provided communication to Ms. ****** and offered to replace her furnace and other appliances due to the delay in contractor *************. Lieter was provided with direct contact information for any further questions or concerns that she may have.
American *************** (***) takes all consumer complaints seriously and we regret that this issue caused ***** Stray 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: 12/23/2024
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,
***** StrayInitial Complaint
Date:12/18/2024
Type: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 is the 2nd complaint the first one was allegedly resolved. I have been speaking to ****** in complaint department This was the 3rd try to get service on maintenance on my furnace ****** schedule it for December 16th at 1:25 pm on the 16th I received a call stating the appointment was canceled due to the driver all of a sudden loosing his keys tried to reach jasmine on numerous call and no call back. I had a major neck surgery on November 19th and I am ****************************************************** I do not want to speak to ****** again but someone who can really help me. I want to cancel just the maintenance service on the furnace and ac only and reimbursed for the time I have been paying for the service I have not received the other services have been good so far. If you can help me I would truly appreciate it.Business Response
Date: 01/20/2025
See attachmentInitial Complaint
Date:12/10/2024
Type: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 9/24/2924, I submitted claim reimbursement forms via email to Pivotal Home Solutions for reimbursement on a ******* microwave that was deemed ir***arable by ***************, a company contracted out for service by Pivotal (a *** told me they have the ***ort from A&G already in the system, and they would use that for proof). I followed up on the following dates re: reimbursement status: 10/3/24, 10/30, 11/5, 12/5 & 12/6. Each time I was informed my reimbursement claim forms were received on 11/30/24, and no further updates are in the system at this time. I was placed on hold each time as ***s informed me they were emailing the reimbursement department for a status and/or expidited reimbursement, and they (the ***s) would call me back w/in 24hrs with an update. To date, I have not received phone calls or emails with an explanation, etc. Thank you in advance for any assistance you are able to provide.Business Response
Date: 12/20/2024
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December *******, correspondence regarding the complaint filed by ****** ******-*********.
Upon receiving the above referenced matter (PHS) spoke to Ms. ********* on December 16th she had concerns regarding her reimbursement. *** advised her the claims department had not received her reimbursement documents. Ms. ********* sent the documents to the escalations department to expedite the process. December 17 the claim was approved and sent to accounts payable for direct deposit. 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: 12/26/2024
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:12/06/2024
Type: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.
Received a bill from Pivotal Home solutions claiming 3rd contact then on to collections, never signed up for their services-11/23. Received another demand notice 12/6. This company scams ******* clients and fraudulently signs them up for services, has happened to several of my neighborsBusiness Response
Date: 01/09/2025
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