ComplaintsforOncourse Home Solutions

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Pivotal Home Solutions regarding the purchase and installation of an **** system, which has resulted in significant inconvenience, financial loss, and property damage. On October 2, 2023, I purchased an **** system from Pivotal Home Solutions for $16,991. Upon installation, I was informed that the system could not be fully charged until warmer weather, delaying its activation until May 2024. The first scheduled appointment for servicing was on June 5, 2024, from 10:00 AM to 12:00 PM. However, no technician showed up or contacted me. Subsequently, technicians visited on June 7 and June 8 but were unable to get the **** system to function correctly. Frustratingly, a scheduled appointment for June 13, 2024, also resulted in a no-show with no communication. Seeking resolution, I sent a registered letter to Pivotal Home Solutions' corporate office in ********** on June 10, 2024, which went unanswered. Another service visit occurred on June 18, 2024, where the technician, again, failed to resolve the issues with the **** system. Furthermore, the system began leaking, causing substantial water damage to my hallway ceiling. Today, I have another appointment scheduled, but I am skeptical of a resolution given past experiences. The technician assigned to this appointment is the same individual who visited on June 18, 2024, claiming to return to diagnose further issues. Due to the ongoing failures to provide a functioning **** system, the resultant property damage, and the lack of timely and effective service, I am now compelled to involve my insurance company and file a claim for the damages incurred. However, I firmly believe that Pivotal Home Solutions must be held accountable for selling and installing a defective **** system and for the subsequent mishandling of service appointments and customer communication.

  

  Business response

  07/02/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 21, 2024, correspondence regarding the complaint filed by *********************.
  
  Upon receiving the above-referenced matter, PHS spoke to ************* on 6/24/2024 she stated she her concerns regarding the air conditioner not working. She also stated the unit was leaking. PHS ***** Services visited the home on 07/01/2024. PHS is working with ************** to resolve the issue. As a courtesy with no admission of fault PHS will also issue a 6-month credit. 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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6 13 2024 They performed a clean and check on an A/C unit installed by their sub contractor approx. 2 years years. I was told the unit was working correctly and that I should not have any problems. A report was prepared by the tech and I never got a copy ( which in the past they have always provided). I have requested a copy and they have been refusing to provided, which appears that something may be wrong and they don't want me to see.

  

  Business response

  06/29/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 17, 2024, correspondence regarding the complaint filed by *******************************.
  
  Upon receiving the above referenced matter AWR reviewed the customers account and sent the requested invoice via paper mail. ********************** was contacted and advised that the invoice was sent and gained additional clarification regarding the matter. He was advised that matters will be reviewed and handled internally.
  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.

  Customer response

  07/01/2024

   
  Complaint: 21859483
  
  I am rejecting this response because: I Did get the report but during my conversation with the rep I was told after their investigation they would notify me that the A/C unit which was installed by their sub contractor was installed correctly and no issue(s) exist OR if it is determined that the installation made by their sub contractor does have issue(s) they would correct the issue(s). That has not been completed yet. After talking with them I feel they were going to get this issue resolved once and for all but I am still waiting for the conclusion.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/05/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your rejected response on July 02, 2024,regarding the complaint filed by *******************************.
  
  Upon receiving the above referenced matter PHS has reviewed the feedback provided by **********************. Per the invoice requested and sent to the customer it was clarified that the work performed was that of a standard maintenance. It was also expressed to ********************* that if the technician found any issues at the time of maintenance,they would discuss it with him at that time. ********************** is encouraged to reach out to PHS to request additional service or request repairs if he is experiencing problems with his unit. ********************** has also been provided with direct contact information for any further questions that he may have. 
  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.

  Customer response

  07/08/2024

   
  Complaint: 21859483
  
  I am rejecting this response because: When I was contacted by PHS, after I filed this complaint I was told that I would get a copy of the tech's report (which I got ) and that an investigation was being done to assure me that the installed A/C unit (installed by a PHS sub contractor) will no longer be an issue when I contact them for a clean and check and or service. They have never informed me that the unit issues (that I believe they have ) are once and for all put to rest. I was told that after the investigation I would be notified of the finding(s). This has not been done to the best of my knowledge. They can contact me if additional info is needed but I will not accept a verbal notice , as they have provided that in the past and the next time I contact them they give me the same run around. This must be ended once and for all.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent multiple emails regarding my replacement check for home warranty, business keeps saying they received then didnt receive proper paperwork for my reimbursement refund. Sent from ****************** and still the company is playing games to avoid payment that is owed to me. I have sent all documentation needed yet company claims they cannot send check till they receive paperwork Ive sent multiple times.

  

  Business response

  06/27/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 13, 2024, correspondence regarding the complaint filed by *******************************.
  
  Upon receiving the above referenced matter PHS spoke with **************** and advised that his information would be forwarded to claims as requested for review. **************** was updated regarding the information provided and advised of clarity needed regarding the purchase of the unit. **************** promptly provided the information requested which was directly forwarded to claims for continuation of the review. We encourage *************** to contact us with any further questions or concerns that *** arise. He was also advised that he will be updated regarding the reimbursement request once updates are provided from the claims department as we continue to ****** open communication.
  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

  05/28/2024

  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.

*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. ↩