Reviews
This profile includes reviews for Oncourse Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 200 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromJames W
Date: 07/19/2025
1 starJames W
Date: 07/19/2025
I have been a customer of ********************** for over 2 years and have always paid my premiums on ******* Plan with Pivotal covered Laundry Room Repair and Heating/Cooling/Water Heater and Maintenance.I had a problem with my washing machine and, as per contract, I called for service. The service representative came out and inspected the washing machine. He told me that the repair would cost $600. The cost of repair was not a reasonable solution. I contacted Pivotal many times to open a file and request a rebate for the washing machine per Section 5.6 of the Contract. I contacted **************** several times. I was repeatedly told that I had to open a file even though this had been done. There was no cooperation from Pivotal to resolve the solution. Not a reputable company to contract with.
Oncourse Home Solutions
Date: 07/22/2025
Hi *******,
We sincerely apologize for the inconveniences you have experienced. This information has been shared with our team to get in contact with you.
Thank you.
Review fromRichard O
Date: 06/30/2025
1 starRichard O
Date: 06/30/2025
I've been a customer for close to 20 years. I'm in the middle of a terrible experience with Oncourse, who I used to know as Pivotal Home solutions. In March of this year, we had a check up performed on both our air conditioner and furnace. This was done as part of a free service we got when we purchased our air conditioner last summer. We were told that our furnace, now ****************************************************************************************************************** some areas. We called Oncourse to start a claim process. Oncourse required one of their service providers to inspect it and come to the same conclusion before they would cover anything. We set up 3 appointments with the contractor they were sending - March 28th, April 4 & 10- NONE of which showed up called or texted to cancel. Each 3 hour windows. After the third they offered to use a different contractor but said it would add more time on to the process. It wasn't until the April 28th that their contractor showed - Thank you ***** heating/plumbing- and came to the same conclusion, it needed replaced. We bought a new Furnace shortly after using our well known contractor from the ********** area - ************************** Solutions. On May 29th we sent the completed reimbursement form as well as the receipt for the new furnace through the mail since they don't have an email address to communicate through. Its 2025 and they are still using Snail mail for correspondence!! I called Oncourse yesterday after not hearing anything all this time. I was told they rejected the request because they didn't receive it but they would open it back up when they get it. It was absolutely in with the request. Now I have to send it through the slow mail again. An email address sure would be quicker and would provide proof of what was sent. I wonder why they don't use email?Oncourse Home Solutions
Date: 07/22/2025
Hi *******,
We sincerely apologize for the inconveniences you have experienced. This information has been shared with our team to get in contact with you.
Thank you.Review fromROGER L
Date: 06/21/2025
1 starROGER L
Date: 06/21/2025
VERY UNPROFESSIONAL. KEPT CHANGING THE RULES AND THE EMPLOYEES ARE VERY RUDE AND UNPROFESSIONALOncourse Home Solutions
Date: 06/23/2025
Hi *****, thank you for your feedback. We sincerely apologize for your inconveniences and have shared this information with our team. In the meantime, you reach out to us at *************************************************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours. Thank you.Review fromBelle W
Date: 06/19/2025
2 starsBelle W
Date: 06/19/2025
This is not the company I first did business with. That was ************************** I had a claim a year and a half ago on the water line to my house. I had to fight with them to get the plumber bill paid. It was a huge hassle. Now, I needed a sewer line replaced. I got an approval and sent them the paid receipt that they requested. After sending the paid receipt, they then asked for pictures, which was not requested before the work. In the meantime we have had torrential rains. So I took pictures which showed the work area flooded out. So I did hear anymore for a couple of weeks. The total was $12,372.00. I got a check in the mail for $6,000! I called and was told that they pay out $6,000 for reseeding the lawn. So I assume since since they saw the washed out area from the heavy rains, and that the plumber wasn't going to repair the lawn. The plumber did come back and back filled the work area. It has not been possible to reseed the lawn because it Has been raining heavily since then. So they haven't gotten back with me since I talked with them on Monday June 16, 2025. Also after the initial claim, my premium doubled!I need the BBB'S help in this matter. Thank you.Oncourse Home Solutions
Date: 06/23/2025
Hi Belle, thank you for your feedback. We sincerely apologize for your inconveniences and have shared this information with our team. In the meantime, you reach out to us at *************************************************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours. Thank you.Review fromAUDREY A
Date: 06/13/2025
1 starAUDREY A
Date: 06/13/2025
This company agrees to a monthly amount for a service plan and the doubles it, regularly. When questioned, an elaborate, embroidered explanation is offered about how they are not responsible for their own billing. I had an agreed upon amount of $26.49 which they changed to $56.56 TWICE. This is not a reputable billing practice. Seeing the BBB rate them "A+" disparages the august reputation of the Better Business Bureau. I strongly advise you to take a more careful look at this company. Something really wrong is going on, there.Oncourse Home Solutions
Date: 06/23/2025
Hi A.L, thank you for your feedback. We sincerely apologize for your inconveniences and have shared this information with our team. In the meantime, you reach out to us at *************************************************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours. Thank you.Review fromImogene M
Date: 06/10/2025
2 starsImogene M
Date: 06/10/2025
In November 2024 'serviceman from Pivotal Solutions came to service my furnace. *** me that the "inducer' was failing and that the part was no longer available because of the furnace's age. (20+) years. He deemed it irreparable and He sold me a new furnace which was installed quicky. My problem with them is this: I need an explanation from the serviceman as to exactly why he deemed my furnace irreparable to complete a reimbursement claim through my homeowner's policy and I cannot get it. I have been calling them for three weeks now. No response; My homeowner's claim adjuster has called them herself, but she got no response from them. I have written two letters to them requesting a statement stating why they could not fix my old furnace, but I have not received any response from them. It makes me wonder if my old furnace was really irreparable, and the Pivotal people just took advantage of me considering that I am an elderly woman living alone.Oncourse Home Solutions
Date: 06/17/2025
Hi *******, thank you for your feedback. We sincerely apologize for your inconveniences and have shared this information with our team. In the meantime, you reach out to us at *************************************************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours. Thank you.Review fromSumit G
Date: 05/13/2025
1 starSumit G
Date: 05/13/2025
Leaving this review here too since they were the ones that came out under the ************************ brand. They used to be great but something changed. I just had an AC repair scheduled which was a nightmare in itself with cancelled appointments that I had no idea were cancelled till after a no-call-no-show.The second (or third, I cant remember) scheduling did come to diagnose the issue. They informed us their previous technician from the previous Fall had left the flue pipe disconnected which was venting carbon monoxide into our crawl space and if it wasn't for our second unit sucking in the air around it and venting that we would probably be dead. Not hyperbole, the quote from the tech was "Im surprised you're still alive".Next that tech told us the blower motor was burned out and that due to the age of the unit we should replace it. During the process of getting competitive quotes for a replacement another HVAC tech said the blower was fine and it was just missing a s**** mounting it securely to the ******* going through the process of getting refunded. I don't feel great having spent over $1000 in the fall for repairs that apparently could have killed ***** not use them.Oncourse Home Solutions
Date: 05/22/2025
Hi ****** thank you for your feedback. We sincerely apologize for your inconveniences and have shared this information with our team. In the meantime, you reach out to us at *************************************************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours. Thank you.Review fromRobin C
Date: 05/05/2025
1 starRobin C
Date: 05/05/2025
No Communication. I called a claim in. Sewer line back up. They had a plumber come out. Service the line. Only to find out it collapsed. Plumber sent the report to the service. No one called me back. I called several times. Was informed that my claim was closed and fixed. I informed them, it was not. Called the plumber. He recommended that someone come out with a camera to scope the line. To see where the brake is. Service declined it. Once again. No one told me. I paid out of pocket for the camera to be used. Plumber called the service. Stating camera was done. Collapsed pipe. needs repaired. My warranty covers all costs for the repair. Had this service plan for years. First time i have ever used it. Called the service back to see the update on the claim. I was informed that someone cancelled my service plan. That they would look and see what plans they have for me to apply for. Also note that i cannot file a claim for 30 days. I have already been dealing for 3 weeks. Raw sewage is no Picnic.Oncourse Home Solutions
Date: 05/22/2025
Hi *****, thank you for your feedback. We sincerely apologize for your inconveniences and have shared this information with our team. In the meantime, you reach out to us at *************************************************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours. Thank you.Review fromViraj S
Date: 04/14/2025
1 starViraj S
Date: 04/14/2025
Pivotal Home Solution AKA On course Home Solutions was over at my house as part coverage i have on the furnace. I called Sunday upon returning from a travel and realized house is not heating up. Upon calling customer service, earliest they could get someone to come was Monday. Technician came out Monday and told us, issues is with furnace is very expensive to fix and refused to fix it. With no heat at home and toddler at home, we had no choice but to call other professional to come out and fix it. The following day, we had one professional fix the issue with replacement and labor costing less than $300. I strongly feel this should have been fixed under the warranty given it is not an expensive repair as i was told by Oncourse technician.Oncourse Home Solutions
Date: 05/22/2025
Hi *****, thank you for your feedback. We sincerely apologize for your inconveniences and have shared this information with our team. In the meantime, you reach out to us at *************************************************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours. Thank you.Review fromJadien S
Date: 03/26/2025
1 starJadien S
Date: 03/26/2025
I would give the Pivotal Home Solutions a ZERO. I was bill at the beginning for Outside *************** Water Line Protection for $12.90 for 12 month. After the end of 12 months it was increase to $29.99 (double). When I call to ask about the increase I spoken to ******, which offer the service for $ *****, but I needed to give her a debit or credit card or checking account at that time. I inform her I had neither. She offer the renew charge as $15 for the same service. I say What $15. She stated yes, but she needed the payment then. I repeated I have only cash. I question how can the cost for the same service be $29.99 to $15. I asked to cancel the service, something is not right with this company. She put me on hold for about 12 minutes. She stated I have to pay the current bill of $29.99. I told I was not paying that amount, I would pay the $15 what she offer me, but I need a Final bill send to me. She hung up on me. I called back, request her but ** informed me he had no extensions, I asked him if my account was cancelled? He stated after gathering my information that account was cancelled. My question is how can I be billed for $29.99 then ****** was able to offer me $15 for the same service? When I spoke to ** he did answer me. This company need to be investigated. If, you call to ask a question youre on hold a very long time, but it you select the cancel service the hold time is about 4 to 5 seconds. I can not believe this a ready company.Oncourse Home Solutions
Date: 03/28/2025
Dear Jadien, Thank you for sharing your experience with us. We sincerely apologize for the frustration and inconvenience you encountered. We have reviewed your account and issued a courtesy credit to cover any remaining balance. Additionally, We have attempted to contact you to better understand your concerns and discuss how we can improve our services for you and all our customers. Please feel free to call me back at your earliest convenience. We appreciate your feedback and are committed to making things right. The Customer Experience Organization.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.