ComplaintsforOncourse Home Solutions

Home Warranty Plans

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Initial Complaint
05/14/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
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.
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.
Initial Complaint
04/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi,I'm writing to file a formal complaint regarding my phone conversation with one of your customer services representatives on Sunday April 28, 2024 @ 9:33 a.m. I called to request a service repair on my garage door. I reported that it was making an unusually loud sound upon opening and closing. She indicated that it was not covered and so she would be unable to send any one out.I was confused and asked for an explanation. One she could not explain. I explain that I had never been denied a service call. I am aware that there are certain repairs that are not covered but I did not understand the refusal to have someone come out. How would she know it wasn't covered it the cause for the problem had not been determined by a licensed garage repair technician. I requested for her to email me a copy of my policy and also to speak with someone who could address my concerns. She put me on hold and never returned. I waited over 20 minutes. This is also common practice that I have experience before being put on hold and no one returns or the call accidentally goes dead. I'm not sure the training that they are being provided but this is unacceptable. I'm a customer. I have had this policy for years, I shutter at the amount of money I paid Nicor Home Solutions. I was so happy with the services at the beginning, I told everyone about it. Several people who I told has not discontinued their contracts. I didn't understand why. Now I'm understanding. Over the last few years since the change to Oncourse Home, I have myself experience numerous problems before this one. For example, waiting all day on two occasions for service and no one showed up because the information was put in the system incorrectly. I will not continue to pay you over $200 a month and the cost keeps rising for this level of services. I need to understand why a services person was not able to be sent to my house to check the concern with my garage.
Business response
05/09/2024
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 30, 2024, correspondence regarding the complaint filed by *********************************.

Upon receiving the above-referenced matter, PHS spoke to ******************* on 5/6/2024 she was concerned the agent would not create a service call for her garage door opener repair request. PHS explained the description of the repair was not covered under the garage door opener program. ******************* said she was aware it may not be covered she would be willing to pay the out-of-pocket cost. PHS issued a good will credit with no admission of fault 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.
Customer response
05/09/2024

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
04/20/2024
Complaint Type:
Order Issues
Status:
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.
Been calling in for the past few days in regards to a family members passing. Nobody can speak to me, yet I have been morally and ethically doing the proper thing and paying the bills on their behalf. Cant speak to me but they have no problem cashing the checks? Funny how that works, different person writes the checks MONTHLY, you cash them, but then that same person has a question as to why the bill has gone up and you cant talk to them? (Ha!) I have called to ask why the bill has recently gone up RANDOMLY. I was informed that the lease contract ended in January. Well, for starters, NOTHING was ever provided. They said they emailed, they did NOT. Secondly, if the "lease ended in January" why was ******** February, March, all the same and now April it has increased? The reasoning does NOT make sense nor is it valid. Spoke to ***** who was NOT helpful and seemed unknowledgeable with his reasoning, then spoke to *** (Manager) who was miserable. She provided INCOMPETENCY but most importantly DISRESPECT and that will NOT be tolerated!!! Completely unacceptable and unprofessional. We have a consumer protection issue. I will also be getting the Attorney General involved. AGAIN, I will NOT have tolerance for UNETHICAL business behavior and DISRESPECT. I will no longer be apart of this companies game. STAY AWAY!!!
Business response
05/06/2024
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 21, 2024, correspondence regarding the complaint filed by ***************************.

Upon receiving the above-mentioned matter, PHS spoke to ******************** he had questions about the price increase on his mothers water heater lease. PHS advised him the terms and conditions of the lease contract states the company can implement a price increase if the customer is notified by mail prior to the price increase. PHS advised him a price increase notice was mailed on 02/03/2024. PHS also explained the process for changing the water heater lease into his name. ******************** declined to do so at this time. We PHS encourage ******************** to call with any further questions or concerns he 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
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
March 25 I spoke with representative on a recorded full line to add a Washer and dryer protection plan to my home insurance. Transaction was recorded hung up the phone with the representative, but the transaction did not process, they never called me to let me know it didnt and when I called back was told I had to wait another 30 days for service and they wouldnt prorate it back two weeks from me even though it was their fault.
Business response
04/22/2024
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 18, 2024, correspondence regarding the complaint filed by ***************************.

Upon receiving the above referenced matter, PHS spoke to ************************ and advised him we would honor the 30 day period wait from the date of the original enrollment on 3/20/2024.************************ was advised he would be eligible to set up a service call any time after 4/20/2024. We PHS encourage ************************ to call with any further questions or concerns he 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
04/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
04/09/2024
Complaint Type:
Order Issues
Status:
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.
Oncourse Home Solutions previously known as Pivotal Home Solutions (*****) was paid a total of $444.92. They were paid $325 on 10-11-23 and ****** on 10-12-23 for additional products and services billed to Nicor ************** 9). On 10-30-23 Nicor records show a vendor received payment reported by Pivotal and Nicor balance record shows amount due Pivotal $0. Pivotal continues send a bill to me and to Nicor for a bill I've paid. I've spoken to both companies. ***** states I don't owe. Pivotal states ***** took the money. I paid the amount in question to Pivotal not Nicor. I'm caught in the middle of this and constantly receiving bills from Pivotal and Nicor for this $444.92. I want my accounts cleared and no longer want to do business with Pivotal. I will not double pay for something I paid. I'm a retired senior citizen being harassed.
Business response
04/24/2024
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 09, 2024, correspondence regarding the complaint filed by *********************.

Upon receiving the above-referenced matter PHS reviewed Ms. ****** account and advised of balance and payment history thus far. ************** was also advised of the credit applied on 01/20/2024 to her account to provide a billing adjustment. Additional information was requested from ************** in attempts to provide a complete review of her situation as she advised of what was currently reflected via her utility statements. As additional information was not yet received, ************** was contacted again on 04/24/2024 for follow-up. At the time of the follow up,she stated that she will be submitting the information through other means. The customer was provided with direct contact information for any further or additional questions that *** arise as we continually work to provide the assistance requested.
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
04/29/2024
Complaint: 21551982

I am rejecting this response because: All information concerning this matter has been submitted to my legal counsel, at ****** Loewenstein, *********** & **************** Any further communication will be through them.

Sincerely,

*********************;
Business response
05/08/2024
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 09, 2024,correspondence and rejected response regarding the complaint filed by *********************.

Upon receiving the above-referenced matter PHS reviewed Ms. ****** account and advised of balance and payment history thus far. ************** was also advised of billing and adjustment provided on 01/20/2024. Additional information was requested from ************** in attempts to provide a complete review of her situation as she advised of what was currently reflected via her utility statements. ************** was contacted again on 04/24/2024 for follow-up when she advised that she submitted the information through other means/outside counsel. PHS will continue attempts to work with ************** and her outside counsel to provide/come to the best resolution. ************** was provided with direct contact information for any further or additional questions that *** arise as we continually work to provide assistance and open communication regarding.
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
04/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am dealing with my deceased aunt's estate. I put a stop to the automatic payments after she passed as there was no way to cancel this service. None of the links on their website work and they do not provide an email address. I called them to cancel the service and they told me I had to email a copy of the death certificate to their email. They then proceeded to tell me a fake email address. I know it was a fake email address because it did not contain any @(then an address) it was only a name. Needless to say you cannot email something without telling the server where to send it. And I even said to the person I spoke with "There's no at sign? Like @gmail.com?" The response was "No." I then had my attorney send a letter to this company to inform them that she has in fact passed away. The bills have continued to be sent. I called yet again and spoke to someone who said we told you that you have to send an email to which I replied the email address you gave does not work. The person then slowly spelled out the whole email address and I then read it back to them. We agreed that I had copied the address correctly and that I would send the death certificate immediately. After hanging up the phone I checked to see if the email they provided me was valid or not, and no surpise it is not a valid email. The email I was told to send to this time was **************************************************** This email does not exist. However, if you ad an "s" and make it ***************************************************************** it is a valid email address. I assumed that even though we very carefully went over the address, maybe they forget an "s" as it is in the company name. I sent them an email on February 13, 2024 providing them with the death certificate as well as the account number in question. I received no response and the bills have continued to come. I believe this is a fraudulent company that takes money with no way of canceling their "service." They should be investigated and prosecuted.
Business response
04/05/2024
Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your April 1, 2024, correspondence regarding the complaint filed by ***************************.

Pivotal Home Solutions (PHS) has made several attempts to *************************** and were unsuccessful to reach Him/Her at the telephone number provided to the Better Business Bureau. We (PHS) encourage *************************** to contact us with any additional questions or concerns.

(PHS) takes all consumer complaints seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration.
Customer response
04/08/2024

Complaint: 21514516

I am rejecting this response because:
I did not answer their calls for two reasons. One, I have spoken with them multiple times prior only to receive faulty information and no resolution, why would I think a new call would resolve this. Two, I suspected this was a ploy by this company to avoid dealing with the BBB by trying to get me to take the complaint down. Once I saw their response I called them today and no one answer, as it went to their answering service it stated and I quote! "Thank you for reach the escalation department, please left your message after the tone." There is no way this is a legitimate business and they need to be investigated by the attorney General.

Sincerely,

***************************
Business response
04/11/2024
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 1, 2024, correspondence regarding the complaint filed by ***************************.

Pivotal Home Solutions (PHS) Spoke to **************** on April 8, 2024, he was advised the warranty has been cancelled at his request and the balance on the account has been adjusted to zero. We (PHS) encourage *************************** to contact us with any additional questions or concerns.

(PHS) takes all consumer complaints seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration.
Customer response
04/11/2024

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
03/27/2024
Complaint Type:
Billing Issues
Status:
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.
On March 26, 2024, we received our latest bill from *********. The bill contained a charge from Pivitol Home Solutions. I called the number to get clarification on what the charge is for. Rep ******** I spoke to ***** and explained to him that my father ************************* is the name on the account. ***** could not provide me details as I'm not on the account, yet I explained to him that my father has dementia and would not be able to come to the phone. He went to his supervisor to ask if he could disclose info, but was told that policy dictated that he could not. I asked to speak to the supervisor and he promptly refused my request. As I attempted to bring my father to the phone, ******************* up on us.Rep 2/Rocky: I explained the situation. We did get my father on the phone and then I was authorized to talk about the account. ***** said in order to have this account in place that my father signed up either online or signed off via phone call. I told ***** that it was not possible as he does not have online access and we review any paperwork. The account was established in 2014. My father's dementia started that year, so we know that this was not possible. ***** later explained that ********* enrolled him and that it was ********* policy to be enrolled with this service. I called ********* and ******* said that there was no truth in the matter. They are not authorized to do this. Plus, there is no such policy. Rep ******* I called again and explained this to Meka. I asked for documented proof of the enrollment and she started the path on describing the service. I told her that I wanted this to be canceled immediately. She proceeded to send me to the escalation dept.Escalation/******: I tried to explain the situation and he immediately interrupted me. He would not listen. He did cancel the policy, but again, tried to suggest that this was all on *********. My father paid for 10 years for a service he didn't authorize.
Business response
04/01/2024
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 26,2024, correspondence regarding the complaint filed by *************************.

Upon receiving the above referenced matter ************** complaint is regarding the enrollment of ************************* which ************************* is the daughter of *************************, who is authorized on the account. We determined ************************* was enrolled in the Gas Line Protection (the Program). At the time of enrollment, he would have received terms and conditions for the program. Since then, ************** has received monthly charges for the Program on his ********* utility bill. Hes received annual notices of the Program renewal on July 2014, 2015, 2016, 2017, 2018,2019, 2020, 2021, 2022, and 2023 via his *********** Bill. (PHS) has done our due diligence to inform customer on enrollment and renewal notifications to customer and visible on utility gas bill shown as (optional service non-utility). We found no evidence that the enrollment was invalid, and we believe ************** has had sufficient notice about his enrollment in the Program. On 03/26/2024 was the date the contract was requested to be cancelled. (PHS) as a goodwill gesture and not an admission of any liability, has agreed to a one-time courtesy to credit the open balance on account, ************************* agreed issue was resolved. We (PHS) encourage ************************* to contact us with any additional questions or concerns.
PHS takes all consumer complaints seriously and we regret that this issue caused ************************* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Customer response
04/01/2024

Complaint: 21492109

I am rejecting this response because I still feel that my father wasn't properly explained this upon what they initially said he was enrolled back in 2014. The escalation person I spoke to late last week stated that the enrollment happened in 2008 and they don't have records that goes that far back. Unfortunately, we can't combat this. Yes, I accepted the reversal of this month's charge, but it should be so much more.

Sincerely,

*************************
Business response
04/05/2024
Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your March 26, 2024, correspondence regarding the complaint filed by *************************.

Upon receiving the above referenced matter ************** complaint is regarding the enrollment of ************************* which ************************* is the daughter of *************************, who is authorized on the account. We determined ************************* was enrolled in the Gas Line Protection (the Program). At the time of enrollment,he would have received terms and conditions for the program. Since then, ************* has received monthly charges for the Program on his ********* utility bill. Hes received annual notices of the Program renewal on July 2014, 2015,2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023 via his *********** Bill.(PHS) has done our due diligence to inform the customer on enrollment and renewal notifications to customer and visible on utility gas bill shown as (optional service non-utility). We found no evidence that the enrollment was invalid, and we believe ************** has had sufficient notice about his enrollment in the Program. PHS is only required a minimum of 2 years to withhold enrollment records. On 03/26/2024 was the date the contract was requested to be cancelled. (PHS) as a goodwill gesture and not an admission of any liability,has agreed to a one-time courtesy to credit the open balance on account,************************* agreed the issue was resolved and agreed the credit will satisfy the issue. We (PHS) encourage ************************* to contact us with any additional questions or concerns.
PHS takes all consumer complaints seriously and we regret that this issue caused ************************* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Initial Complaint
03/19/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since November 4th 2023 I have paid ****** month for pivotal home solutions which became Oncourse home solutions On Friday March 15th at 9am I called for service on my dishwasher, was told they had tylisz appliance, I informed that company does not work on GE appliance.They went ahead and send the work order to them anyway, the company refused the job, then they submitted it to Keep up **** who scheduled an appt, then cancelled the appointment, they then scheduled an appointment with aaa appliance *************** who when I called in for the 6th time on March 19th, I was told that company doesn't service my area. They said they wanted to look for more providers, and wouldn't give me time frame for service, at this point I believe they have not fulfilled the contract we had. I finally told them I wanted to cancel due to constant issues now being the worst and other claims at tother times being similar issues.I expect a full refund for the 5months of my contract I have paid since they obviously cannot fulfill what they sell

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