ComplaintsforOncourse Home Solutions

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying a monthly fee on my Nipsco Bill, to Oncourse Home Solutions. Upon discovering the charges I called to have the service removed from my account, which they failed to do and I continued to be charged for the service fee. The customer service representatives did not have my demographic information so I asked questions as to rather I signed up for the service at all. The representative could not answer my questions. Upon making another call the representative was more knowledgeable about the charges but still could not provide a date to which I agreed to the services. The representative continued to pressure me into keeping the service after I stated several times I wanted the charges removed and had no interest in the service. This business is dealing unfair consumer practices.

  

  Business response

  06/11/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 28, 2024, correspondence regarding the complaint filed by *************************.
  
  Pivotal Home Solutions (PHS) has made several attempts to reach ************************* and were unsuccessful to reach her at the telephone number we have listed on file for her account. We have reviewed her account and enrollment in the program and confirmed the validity of the enrollment. We (PHS) encourage ************************* to reach out at her earliest convenience to be provided with additional information regarding, and to answer any questions or concerns that she may have.
  
  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

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company assumed the lease buyout for my home furnace. They have an online payment portal, for American Home Solutions, who also goes buy Pivotal home solutions , which was formerly Columbia Home Solutions. This On Course Home Solutions payment collections web site is fairly new as my my previous monthly payments went thought a different portal linked to the American Home Solutions website.The new site is ****************************************************** Prior to requesting the lease buyout the payment portal was the prior one with American Home Solutions, on that portal i stopped autopayments from my bank account, then i requested the lease buyout. After not receiving a bill for a period of time i attempted to log back into the old portal. That's when i learned they switched to on course. So i set up an online account with on course using my account number and was able to locate my bill/bills (there was a monthly payment included since i stopped outpayments.So i saw my bills and when they were due so i calculated making partial payments, which the site allows, weekly so that my final payment would be before the due date. I made a payment of ****** on 4/26/24, which they split into two payments one of ***** for the past due monthly bills from turning off auto pay and another of ****** went towards the water heater lease buyout which was a total of 1254.71.Then a week later on 5/3/24 i made a second payment through the portal of ******. Leaving a balance of the same amount. A week later i went to make my final payment and i get a payment failed error on the. portal, i tried multiple times and ways of making the payment including paying said amount as a "partial" payment like i did the others and obviously in full as well. I tried adding my debit card as a payment method and even a cc. It kept failing I spoke with there customer service via chat and over the phone to no resolution.I asked them to send me a paper bill for the remaining balance an it came in the full amount

  

  Business response

  06/06/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 24, 2024, correspondence regarding the complaint filed by *************************.
  
  Pivotal Home Solutions (PHS) has made several attempts to ************************* and were unsuccessful to reach him at the telephone number we have listed on file for his account. PHS would like the opportunity to discuss billing and balances with ******************** and gain additional information regarding the payments made for the buyout of the leased unit. A reprint for 05/21/2024, the customers latest bill, will be resubmitted to him for review. We (PHS) encourage ************************* to contact us with any additional questions or concerns at his earliest convenience.
  
  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

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Email: osobu-*************** Customer Account# ******* RE: Requesting for fair bill adjustment for attached bill ** whom it may concern On 05/16/24 I called pivotal home solution to inform them that their service was no longer needed due to the sale of property (see address on attached bill) on 05/15/24. I requested for the final bill to be prorated to the last day as the homeowner to be 05/15/24. I was informed that because the company charges/bills in advance I will have to pay for the entire month until 06/04/24. I explained over and over to the representative that I no longer need the service since it was sold on 05/15/24, the representative repeated the same thing. He later stated if I transfer service to a new address then he can "adjust or write off the extra charge." I told him this is unethical and unfair to consumers.I am trying to be fair and understand that I owe 15 days out of the month of May which equals $92.39 but this company is stating I pay $190.95 or transfer service in order to get the bill adjusted. THIS IS BULLYING, UNFAIR, & UNETHICAL to consumers.As of 05/17/24, all the past dues on the attached statement were paid expect the balance amount of $190.95 Please, I would prefer for all correspondence should be via email.Thank you for your assistance in this matter *******

  

  Business response

  06/06/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 23, 2024, correspondence regarding the complaint filed by *****************************.
  
  Upon receiving the above referenced matter PHS spoke with ******************, reviewed her account, and confirmed the cancellation date. ****************** was advised of cancellation policy per the terms and conditions of the program, and of current billing and balances. As a courtesy she was provided with a half months credit to resolve billing inquiry upon cancellation. She was also advised that the credit will apply within 1-2 billing cycles and of direct contact information if further assistance is needed regarding the matter.  
  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

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Pivitol Home Solutions for repair to my AC unit on 5/18. I had a scheduled repair for 5/20. No one called or showed up to my appointment. Since then I have called back 6 times and have been told the same thing that dispatch will contact me within 4 hours and confirm my next appointment. No one to date has called me and now have been given a repair service date of 5/20 through 6/21.

  

  Business response

  06/05/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 23, 2024, correspondence regarding the complaint filed by *****************************.
  
  Pivotal Home Solutions (PHS) has made several attempts to ***************************** and were unsuccessful to reach her at the telephone number we have listed on file for her account. The customer was rescheduled as requested and received repair on May 29, 2024. 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

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had home warranty with this company for at least 10 years, recently I had a washer give code F1 and not work, I called Oncourse, at first they said get your own technician, and bill us, but I said that's not acceptable, so they had Keepe, which subbed Aero, contact me, a tech called and said F1 is a ************* error and it's not available anymore, and it'd be a waist of time to come out, so he Deemed it unrepairable, over the phone basically, which he's not supposed to do, so my only option is to buy a new one, and get a $400 re-imbursement, but I found out now that F1 is a Drum Position Sensor failure, and is repairable, because after researching my records, they were out in 2019 and fixed the same exact washer with the same exact problem that was showing an F1 error, but since the case is closed, Oncourse says call the Tech (Keepe) to come out to do an actual service call, but Keepe says I have to call Oncourse to iniate another service ticket, so now neither one will do anything, I've been on the phone a dozen times with these guys for up to an hour sometimes.So I'm looking for a full refund of all money paid since I started using them, which is added to my Nipsco utility bill every month for like 10 years now, because they are refusing to do an actual service call as they are contracted to do, not just diagnose over the phone. Or they can just come out and fix my washer, like they are supposed to do, because they were paid to do.

  

  Business response

  06/04/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 23rd, 2024, correspondence regarding the complaint filed by *********************.   

  Upon receiving the above-referenced matter PHS reviewed the customer's account and spoke with **************. He stated that he was not satisfied with a recent service claim for his clothes washer where he was advised that the unit is deemed for replacement. AWR spoke to ************** and reviewed the claim and reimbursement process for the deemed unit. Once the new unit is purchased ************** advised that he would submit the necessary documents within the time frame allotted per the terms and conditions of his program to receive reimbursement.  
  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

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday May 11th 2024 Called American Water Customer Relations Team to create a claim for a broken water faucet which in which water flooded the floor and leaked into my garage below. oError - American Water representative stated she saw no protection program billing for my account and said I had not purchased any American Water Protection programs. Called Roto-Rooter, Saturday scheduled repair for Sunday (Mothers Day). Had to shut off main water supply to the entire house. Sunday, May 12th, Roto-Rooter came out to repair broken water faucet.Confirmation - Sunday, May 12th called American Water and confirmed that I had purchased Sewer Line (waste) Protection Program and In-Home Plumbing Plus Program. Tuesday May 14th called American Water to get reimbursed for ******************* call. American Water would not render reimbursement because I didnt have a claim. I didnt have a claim because the initial American Water Representative said I had not purchased a protection program (error). I had to quickly rectify this emergency situation.I feel American Water should have honored my purchase of their In-Home Plumbing Plus Program and reimbursed me for the ******************* call.

  

  Business response

  05/15/2024

  Though the complainant believes that their insurance is provided by Illinois American Water, it is not.  Illinois American Water is a regulated water/wastewater provider and has no affiliation with the company complainant has purchased insurance from.  I can only guess but due to the unjustified complaint against Illinois American Water, I believe that complainant should reach out to Oncourse Home Solutions.  I pulled this number from their website ************.

  

  Business response

  06/03/2024

  ************************ (AWR) appreciates the opportunity to respond to your April 30, 2024, correspondence regarding the complaint filed by *************************.
  
  Before receiving the referenced matter, ************************* was enrolled in AWRs In Home Plumbing Plus Program (EIHP). **************** is still currently enrolled in AWRs Water Line and Sewer Line Protection Programs (WLPP/SLPP). **************** advised he contacted AWR on May 11, 2024, to report a broken faucet in his garage. He advised he was told that he did not have any active programs and a claim was not established at that time. **************** called back on May 12, 2024,to advise that he hired his own contractor and wanted to be reimbursed. AWRs agents were unable to locate that **************** reached out for service, so his reimbursement was initially denied. **************** escalated his complaint and was contacted by an escalations specialist for a resolution. **************** did not have any prior claims, and he will be reimbursed as a courtesy since his issue would have been covered under AWRs in home plumbing plus program. Mr. ******* reimbursement was approved on May 31, 2024, and he will receive the refund 7 to 14 business days from that date. We encourage **************** to reach out if he has any further questions or concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ************************* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a maintenance svc agreement. I called about my washing machine front loader was not emptying the detergent. A&G repair came out, charge me $57 as the ded is capped at $400. I authorized the pmt. Once the repair man fixed it. My machine started leaking.. I immediately called A&G, they directed me to pivotal, who opened another claim and said there were 3 issues. they said they wouldn't repair it and offered me $400 to replace it.. If it were irreparable, why did they take my $57. I paid $100 per month, and they are not going to fix it. UNREAL. Places like this with the service agreements need to be taken to task. I am reaching out to the media for assistance.

  

  Business response

  05/29/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 15, 2024, correspondence regarding the complaint filed by ***************************.
  
  Upon receiving the above-referenced matter, PHS spoke to ******************* on 5/17/2024 she stated after the provider installed a part on her clothes washer a few days later she started a load of clothes and there was water leaking and the unit shook. When she called the provider back the unit was deemed not cost effective to make any additional repairs. PHS spoke to the provider they agreed to return to Ms. ********* home to look at the new issue with her clothes washer. PHS called ********************, she will be out of town this week but, when she returns the provider will make an appointment to return to the home. PHS will continue to work with ******************** to resolve this issue. We PHS encourage ******************** to call with any questions or concerns she may have.
  
  PHS 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.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was get a contract with them in 8/5/2023 and the first month will not get service until the 2nd month when they send me the bill Sep /5/2023 y try to paid it I call like 5 times they transfer me a lot of times like 1 hr. Make wait all the five times never went trough to paid no body answer so I decided to cancel the contract because I can be deal with a company that dont answer never ever, so finally after 2 weeks some one answer and I cancel the contract because I never received a service from them I talk to **** give me the confirmation of cancellation ********. Cancel 8/28/23 . They keep send me bills and the lady said that every thing will be fine no charge she was sorry for not been get an answer in the phone to paid. You can check my record I have a good record to paid , so is not because I dont want to paid is because is a garbage company. Sorry and thank you for your help.

  

  Business response

  05/17/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 14, 2024, correspondence regarding the complaint filed by *************************.
  
  Upon receiving the above-referenced matter, PHS spoke to ************* on 5/16/2024 she stated she made several attempts to make payment on her warranty plan. After a few attempts ************** decided she no longer wanted the warranty plan. The warranty plan was cancelled at her request on 9/11/2023. PHS issued a credit was issue with no admission of fault to zero out the balance on her account. We PHS encourage ************** to call with any questions or concerns she may have.
  
  PHS 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 response

  05/20/2024

   
  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

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never experienced more atrocious customer service in my life. I owned my home in ************* for the last four years and sold this October moved to *********. I was continuously receiving bills, even though the new owner put the lease in her name. Finally, after multiple phone calls with insanely long wait times and talking to multiple different peoples, we thought we got it solved. The small balance was paid off, my account was closed and the new owner took over. I thought everything was solved until I just received a $1200 bill to buy out the water heater. Im not sure if this is some sort of scam this company is running where theyre hoping to make double on an item. But I can assure you this water heater is still in the home and being leased by the new owner. Ive contacted customer service multiple times who cannot seem to find a solution.

  

  Business response

  05/15/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 2, 2024, correspondence regarding the complaint filed by *******************************.
  
  Upon receiving the above-referenced matter, PHS spoke to ************* on 5/3/2024 she stated she sold her home last year in October. PHS informed her the first time we had information she was no longer the owner of the residence was 01/13/2024. *** advised her the new owner must call in and inform PHS they agree to assuming the responsibility and accept the terms of the water heater lease. PHS mailed the agreement to the new owner to sign. Once the contract is signed and returned to PHS by the new owner we will reverse the water heater buyout charge from Ms. ****** bill and close the account.  PHS has made several attempts to contact the new owner with no success. We PHS encourage ************** to call with any questions or concerns she may have.
  
  PHS 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.
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is allowing other companies to sign people up without permission to be charged directly through the company. The employees are refusing to be helpful and are even lying to customers and hanging up. I was told problem would have been fixed but it still hasnt. Company is threatening to send me to collections for a bill for a service I had no knowledge of even having nor did I give them permission to charge me for the service.

  

  Business response

  05/09/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your May 2, 2024, correspondence regarding the complaint filed by ***********************.
  
  Upon receiving the above-referenced matter, PHS spoke to *************** she stated her warranty plan was originally billed on her utility bill.I told her 08/14/2023 we received a request to change the billing to a direct bill account.  **************** stated it was convenient to be billed on her utility bill. PHS advised her the account was cancelled on 3/18/24. PHS issued a good will credit with no admission of fault to zero out the balance on the account. We PHS encourage **************** to call with any questions or concerns she may have.
  
  PHS 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.

*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. ↩