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 Rd Ste 270 Naperville, IL 60563-1197

  
• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

• 

  Extra Service Protection

  100 International Dr # 175 Portsmouth, NH 03801-6854

• 

  Extra Service Protection

  100 International Dr Ste 175 Portsmouth, NH 03801-6854

• 

  Nipsco Home Solutions

  PO Box 5370 Naperville, IL 60567-5370

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:12/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 neighbors

  

  Business Response

  Date: 01/09/2025

  Please see attached.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted American Home Solutions, via telephone twice on 9/9/24 to cancel my gas line protection coverage. Was disconnected twice so I sent mailed a letter to PO Box 3042 in ********** to cancel. I received a bill again in October stating I now owed for September and October so I called the toll free number again on 10/16 to advise of cancellation and not owing anything. Again I was disconnected. I can't seem to reach anyone within the ************* and I mailed a request again on 11/4 to ************************************************************************ explaining that I canceled do not owe anything. On 12/5 received a bill again, showing a past due balance of $16.98. I have tried to contact someone within the **** to no avail. Their website states to click tab on right to chat but there isn't a tab. I feel I am dealing with a disreputable "company". I will also send information to ******************************** and ************************************ to advise of this circumstance against American Home Solutions.

  

  Business Response

  Date: 12/16/2024

  American Hone Solutions (AHS) appreciates the opportunity to respond to your December 6, 2024, correspondence regarding the complaint filed by ******* ***********.
  
  Upon receiving the above-mentioned matter AHS contacted Ms. *********** on December 11th,she was advised the charges are prior to her cancelling her warranty program.  AHS as a courtesy issued a credit with no admission of fault to zero out the balance on the account. (AHS) encourage Ms. *********** to contact us with any additional questions or concerns.
  
  American Home Solutions (AHS) takes all consumer complaints seriously and we regret that this issue caused ******* *********** to file a complaint with your office. 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: 12/18/2024

   
  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:12/03/2024

  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.

  November 5, 2024 $143 per month Repair or Reimbursement for washing machine I needed to have my washing machine repaired not only was it not done after I had complained about them not repairing my fridge and several other items I had to pay for out of pocket. I waited for weeks get confirmation on parts coming in and was told the wouldn't fix it by A&G on Dec 2. Was told the sent out email on the 5th of November. I never gave them it to them. I called. Email set said "Dispatch" with not subject line or company name. Pivotal tried to negotiate taking 1/2 off I told them I wanted my 143$ Refunded they agreed. Did not honor it! This could have been solved with a phone call. Have to pay 40$ A week for laundry and have to find sitter for 4 autistic kids when I go. And still pay my bill on time. They could have fixed the just didn't want to cover the cost. The tried to get my to buy a new washer and reimburse my but I could have got a new on black Friday for half the cost. My time and money has been wasted because they refused to contact me ON MY PHONE. A&G was rude and said its not there fault Pivotal agent hung up in my face when I asked for manager. I had already complained about not ******** services with them if I had 1 More problems. They have only 6 items In 6 years. Often been met with hostility for people the send because they have so many clients and not trying to fix anything that takes longer then five mins. Young man from A&G very nice but not his company or pivotal agent that hung up on me.

  

  Business Response

  Date: 02/14/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 03, 2024,correspondence regarding the complaint filed by ***** ****.
  
  Upon receiving the referenced matter, PHS spoke with Ms.***** **** and issued the reimbursement for the refrigerator. We are currently awaiting the necessary paperwork for the washer to proceed with issuing a reimbursement as a courtesy, which Ms. **** has accepted and understood. 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 Navya ******* 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:12/03/2024

  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.

  May 2024 I called to cancel the warranty program because price increased. They talked me into staying for the same price. I got the contract in the mail. On August 30 th I called with a repair needed on my air conditioner. That was fine, but the agent I spoke to changed my coverage to the full coverage for all programs! I did not ask for or approve of that. My Nipsco bill comes quite a bit larger and I called Nipsco they said it was Pivotal Home Solutions. When I called to get issue resolved I spoke to a ********* he said they would investigate and reimburse me. I called back November 1 and spoke to ****, he said it would be taken care of after us not agreeing on the charges I told him to cancel services. I also asked him to bill separately from ******. Today ****** did auto pay and took an additional $230.00 for Pivotal Home Solutions!! I called Home solutions and the agent that answered talked to me for 25 minutes telling me theres nothing she can do, there is no way to transfer me to a higher level of care. They dont have phone lines I kept asking if she has a boss or someone I can speak to who can help, no nobody. She said, Just wait and see if they ever get back to me. I am now at 47 minutes on the phone when I again ask if she has a boss or supervisor? She said yes there is a supervisor I would have to wait on hold. (The new bill came and they took the full month out again. So nobody is handling anything!) I told the agent Im contacting the BBB. I am now at 62 minutes on hold, I think they are just leaving me here.

  

  Business Response

  Date: 12/10/2024

  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. ****** she had concerns regarding her bill. PHS went through the charges with her. *** advised her there were 2 changes to her warranty program that caused prorated charges and an increase in her bill. Ms. ****** understood. *** issued a credit to zero out the balance and as a courtesy issued a refund for the inconvenience. 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: 12/10/2024

   
  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:12/02/2024

  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.

  Pivotal Home Solutions, *************************************************** Pivotal Home Solutions, P. O. *********************** 60094-4135 Account ******* On 09-27-24, I called ************, **************** and spoke to ****** I requested a termination of an added protection plan for Heating Repair (Furnace) and a protection of the Cooling or Air Conditioning. At first, *** tried to talk me out of terminating this protection plan by offering me a lower monthly cost. I declined any further protection plans and insisted on the termination. Upon completion of that call, I thought this service was terminated. An invoice with the billing period from 08-27-24 through 09-26-24, was paid on 10-11-24 in the amount of $37.48. On November 4, 2024, I received another invoice, billing period 09-27-24 to 10- 26, 2024 for $37.48. I called again and spoke to "***". He acknowledge by "reading the notes" this service was terminated on 09-27-24. He also acknowledged that there "must be an error" and he would terminated service. I told him that I wanted termination back to 09-27-24 when I first called. On 12-02-24, I received an invoice for billing period 10-27-24 to 11-26-24 and the current due is now zero but there Is a past due amount of $37.48. I called 2 more times and spoke to ***** and *****, and both told me the termination is still "pending". I told them I am confused as to why it is taking over 2 months to terminate service. Again, I was told that their billing department handles "termination". I asked for their phone number but was told ************ was the only number handling billing issues.I feel I do not owe $37.48 for the billing period of 09-27-24 to 10-26-24. I just want this service to be terminated as of 09-27-24 when I initially called. Apparently, there is no one else who can handle "terminating" services for my home address.

  

  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 Ms. ******* on January 21, ************************************* ******* stated she called in with a request to cancel in September and is still being billed. *** advised her the contract has been cancelled at her request and a credit 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: 02/07/2025

   
  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:12/02/2024

  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.

  After several years of doing business, I decided I wanted to cancel the contract. They were just to difficult to do business with. They convinced me to stay for a discount...I think it was like $18/month. That was several months ******* I get a letter FINAL DEMAND. I tried calling them at the number on the letter, ************ . I got a message that i must wait 2 hours and 24 minutes!! They claim I owe them $149.92. I recall making a final payment while on the phone trying to cancel and then being convinced tostay! From my bank statement I see I paid $224.88 on10/18/24. I just want to get RID of these people but it is impossible. They keep sending me bills. This is an awful company. Please help and advise Thank You ******* **** Service Plan Account Number

  

  Business Response

  Date: 12/05/2024

  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) made several attempts to reach Mr. **** by phone with no success. An attempt was made 12/3, 12/4 and 12/5 to discuss his complaint. The initial attempt was made on 12/3, Mr. **** declined further conversation regarding the matter. The coverage was cancelled on 12/04/2024. A credit was issued 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.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently called for a cleaning check for my furnace to find out that the furnace no longer works the warranty was supposed to cover only to find out they don't cover the main part that makes the furnace work. I have $1,500 per incident and $3,000 annually and none of this covers to fix the furnace. They don't disclose to you when you first sign up that there are specific parts in the units that's not covered they don't do that tell you that until they come out.

  

  Business Response

  Date: 12/19/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 02, 2024, correspondence regarding the complaint filed by ****** ****** on the behalf of ******* ****.
  
  Upon receiving the above referenced matter PHS spoke with ******* **** and informed per the terms and conditions of her program she is entitled to a reimbursement, upon the replacement of her unit.  She was offered new installation options under her program to which the customer declined. The customer was sent reimbursement forms and upon the submission we will review for reimbursement under the terms and conditions of the program.
  We (PHS) encourage ******* **** to contact us with any additional questions or concerns.
  
  
  Pivotal Home Solutions (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:11/27/2024

  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 get promotions for protection of a outside sewer line. They claim I have an account with them This is impossible because I live in a condominium. The name they are using has not been my last name since 2017. My last name is ****** now.They claim my acct # is *******************  

  

  Business Response

  Date: 12/05/2024

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

  Upon receiving the above referenced matter (PHS) spoke to Ms. ******** on December 2nd regarding her complaint. *** advised Ms. ******** she was enrolled in the Surge Protection program. PHS explained it covers her electronics valued over $100 that are damaged from an electrical surge. Ms. ******** was never enrolled in the Sewer Line program. The customer understands. *** cancelled the warranty on 12/02/2024 at her request and a credit was issued with no admission of fault to zero out the balance.  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: 12/09/2024

   
  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:11/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I terminated the plan with this company. When I did, the representative told me to not pay bill I received and they would instead send a prorated bill. When I revived the new bill, it was for an additional month of service plus past month. I called customer service and was told it was because I had a back balance. Went through my bank records and that was not the case. They would not provide a refund or put me on with a supervisor. I was told a supervisor would call me back, never happened. I called again today and asked to speak with a supervisor and was told no. Went through the entire history again and this time was told I needed to pay the full balance because this is how they operate and then they would give me a credit. I have no trust in their word and again asked for a supervisor. I was promised they would call within 3-5 mins, never happened. I reached out via txt option support, no real help. They said they would convey my situation to management and suggested I email the president through their website which I have done. I just want my credit resolved without wasting more time. It is impossible for me to get connected to a person in this country or who has the ability to help me. I appreciate anything you can do!

  

  Business Response

  Date: 11/27/2024

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

  Upon receiving the above referenced matter (PHS) spoke to Ms. ***** on November 26th regarding her final bill. Ms. ***** questioned the charges when she had cancelled the warranty plan. *** advised her the account was cancelled at her request on October 28th. The charges on the bill were prior to the cancel. *** issued a credit with no admission of fault 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: 12/02/2024

   
  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:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lease a water heater from Pivotal Home solutions. I pay my monthly fee online every month. In September I went online to pay the bill and it said "Thank you for signing up for autopay" and they had billed a previous credit card ( which I no longer have). I had not signed up for autopay, so I called to have this issue rectified. I spent over 5 hrs. on hold, or being hung up on, or told that they could not fix the issue and could not connect me to the department that could. On October 1, 2024, I contacted the CEO- Mr. ****** and asked for assistance- he said someone would call me. A week later, a woman called and left her number- I then called her back and left 6 messages over 3 weeks- she never returned the calls. I contacted Mr. ******.again on November 1, 2024. No one called. On November 15, 2024, I email him again and she returned my call. Aside from being rude, she said she could not answer my questions, or didn't have the information. I finally just asked if she new when my lease was started and how long the lease was for. She didn't know, but said she would have someone call me. Today,November 25, 2024 I received a letter from Pivotal Home Solutions now saying that I requested the lease be cancelled and that I now owe them $ ******* plus tax! I have been on the telephone with them since 10:42 this am. It is now 4:17 pm. I have been placed on hold 4 times, with each time being and average of 47 minutes- twice someone answered and then immediately hung up, so I had to call back. Not once in the six hrs. I have been on and off hold, have I been able to connect with anyone from the leasing ***** Finally a ? customer service agent said " I'm sorry, no one seems to be answering their phone. I don't think anyone is there." He gave me their email and said he would also send one to see if someone would call me back. I'm not holding my breath.

  

  Business Response

  Date: 02/14/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 9, 2024, correspondence regarding the complaint filed by ***** *****.

  
  Upon receiving the above referenced matter (PHS) Spoke to Ms. ***** regarding being put on automatic payment as a billing option. The auto pay was removed from her account. Ms. ***** had concerns about the price increase, adjustments were made to her billing. A credit was also issued on the account, and the buyout amount was removed from the account. ******** had a question regarding the length of time she had leased the water heater with PHS. PHS advised her of the time, however let her know when she had the water heater replaced 12/2022 that started a new contract. Customer understands. Ms. ***** stated she was having an issue with making payments online. She was informed that her concerns would be forwarded to the IT department. We will continue to work with Ms. ***** until she is able to make her payments online again. 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.