Business Profile

Home Warranty Plans

Oncourse Home Solutions

Complaints

This profile includes complaints for Oncourse Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

479 total complaints in the last 3 years.
207 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently discovered that ************************ has been charging me $8.80 per month for a protection program I canceled in April 2017. However, the charges continued for years without my knowledge. After contacting ************************* they confirmed that I have not had coverage since April 2017, yet they still collected payments through my New Jersey American Water bill.I filed a complaint with the ************************************, which resulted in a partial refund of only $193. This amount is significantly lower than what I am actually owed. Based on my calculations, I have been overcharged for at least 37 months from February 2022 to February 2025, totaling $325.60 (37 x $8.80). However, if the charges have been occurring since April 2017, I have been overcharged for 57 additional months, amounting to $501.60 (57 x $8.80). This brings the total possible refund to $827.20.Despite multiple attempts to reach ************************ for clarification, I have not received a satisfactory explanation for the discrepancy in my refund. This appears to be a case of unauthorized billing and deceptive business practices.Resolution Requested:I am seeking a full refund of $827.20 and an investigation into ************************ billing practices to prevent other customers from facing similar issues.
Business Response
Date: 02/21/2025
************************ (AWR) appreciates the opportunity to respond to your January 23, 2025, correspondence regarding the complaint filed by ******** *********.

We appreciate the opportunity to address the concerns raised by Mr. ******** ********* regarding his enrollment in AWRs protection programs.

Mr. ********* contacted AWR on April 21, 2017, to inform us that he had previously canceled his protection programs but was still being billed. Due to a system issue, the cancellation request was not processed correctly. Mr. ********* filed a complaint requesting a refund back to the initial cancellation date. This information was forwarded to **** revenue assurance department, which calculated the charges and processed the *********. Kilibardas first adjustment was credited on February 4, 2025, in the amount of $193.60, and the second one was processed on February 20, 2025, in the amount of $572.04. He will receive both refunds within 7 to 14 business days from those dates. We encourage Mr. ********* to reach out to AWR with 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.
Customer Answer
Date: 02/24/2025

Better Business Bureau:

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

Sincerely,

******** *********
Initial Complaint
Date:02/14/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/22/24 I cancelled the home warranty contract with this company and received the confirmation#*******. I paid my bill of $54.99 on 10/4/24 for the billing cycle 9/28-10/27/24. The "supervisor" who cancelled the contract and provided me the cancellation #, confirmed that my account balance at the time of cancellation was $0 and told me that I "owed nothing." In November I received a bill and wrote to the company explaining that I cancelled and was told I "owed nothing." I received a bill in December and have called several times only to be told that a "supervisor" would call me back and no one has. I called again in January 2025 and sent a message via their message form. I hadn't received a response/call and believed that the issue was resolved; until I received a bill in Feb. 2025. At that point, I searched their site and was able to send a message to ********** of The President. A couple of days later, I received a "skipped" voicemail message from a lady that left her 1st name but the call back number was inaudible due to "skipping" in the message. I called the primacy number to attempt to speak with an escalations manager and was on hold over 20 minutes. I want someone to logically explain to me why I keep receiving bills for a contract that I cancelled, because of poor service and not being able to accommodate my repair needs when called for covered claims, within the billing period that I had paid for. Also, when I could cancel at any time and their "supervisor" whom I was speaking with to cancel informed me that I "owed nothing." Not responding or following up with customer inquiries/questions/concerns/complaints and constantly sending a bill is looked upon is unprofessional and frowned upon. I do not owe Pivotal Home Solutions any money and I would like for them to honor what I was told by their "supervisor" regarding my balance being $0. Any assistance with getting them to follow up and remove this "Stressor" from my life would be appreciated.
Business Response
Date: 02/17/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February *******, correspondence regarding the complaint filed by ***** ******.

Upon receiving the above referenced matter (PHS) spoke to Ms. ****** she was about the charge after she cancelled her warranty account. *** advised her the charge was prior to her cancelling the warranty. Customer understands. *** issued a courtesy credit with no admission of fault to zero out the balance on the account. We (PHS) encourage ********* to contact with any additional questions or concerns

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

Customer Answer
Date: 02/20/2025

Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:02/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did not sign up for this service. I sold my house last month and when I looked at the bill I noticed that I was charged. I have been on autopay since I bought the house in Jan 2020 and sold it in Jan 2025. I asked Nicor and they said I had to contact pivotal home solutions. I texted with them and they told me that they couldn't do anything about it. I called them and they said they couldn't even find an account under my name and address. I asked Nicor to send me all the bills from the last five years during which I owned the home in question. The charges were on every bill, increasing every year or so, with two late fees despite the fact that my nicor bill has been on autopay. The total amount charged over the last five years was $762.23
Business Response
Date: 02/19/2025
Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your February 7, 2025, correspondence regarding the complaint filed by ***** *******.

Upon receiving the above referenced matter Ms. ******** was enrolled in the Gas Line Protection and the Electric Line Protection (the Program) since September 27, 2008. At the time of enrollment, she would have received terms and conditions for the programs. Since then, Ms. ******* has received monthly charges for the Program on her ********* utility bill. She received annual notices of the Program renewal on October 2014, 2015, 2016, 2017, ********** 2020, 2021, 2022, 2023 and 2024, via direct mail to customers Billing address. The most recent correspondence was sent via mail on December 31, 2024,notifying Ms. ******* of the programs price increase. (PHS) has done its due diligence to inform the customer of enrollment by renewal notifications and being visible on the utility gas bill shown as (optional service non-utility).We found no evidence that the enrollment was invalid, and we believe Ms. ******* has had sufficient notice about her enrollment in the Program. On 01/10/2025 the contract was cancelled. We (PHS)encourage Ms. ******* to contact us with any additional questions or concerns.

(PHS)takes all consumer complaints seriously and we regret that this issue caused ***** ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Initial Complaint
Date:02/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Home Warranty was canceled on July 22nd. Received a confirmation number. Continued every month to get billed ***** and continue to get billed. ******************** state Warranty is through Pivotal and they must refund and handle issue Pivotal states they have refunded the Warranty and ******************** has to refund the Warranty. This is the most shady business pass the buck ever. Nothing is being resolved. However it is Pivotal product and they remain the ones that need to refund the ****** they have openly on voice mail said they owe. Just want this amount credited to back to the VA natural gas bill that was charged
Business Response
Date: 02/07/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 5, 2025,correspondence regarding the complaint filed by ***** *********.

Upon receiving the above referenced matter (PHS) spoke to Ms. ********* and advised her the contract was cancelled at her request on 01/09/2025. *** spoke to Ms. ********* on 02/05/2025 and advised her a credit was issued to zero out the balance on the account.
We (PHS)encourage Ms. ********* to contact us with any additional questions or concerns

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

Customer Answer
Date: 02/10/2025

Complaint: 22904764

I am rejecting this response because: the contract was canceled on July 22nd 2024.
Received a cancelation confirmation #******* via the representative. Have several voice messages confirming this was canceled in July of 2024. I have continued to receive monthly bills billing $54.97. This is there error. There is no account to settle. The money is to be refunded not settled on something that should have been canceled in July that has been confirmed canceled in July.
Sincerely,

***** *********
Business Response
Date: 02/12/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 5, 2025, correspondence regarding the complaint filed by ***** *********.

Upon receiving the above reference (PHS) spoke to Ms. ********* and advised her the contract was cancelled at her request on 01/09/2025. *** spoke to ************ on 02/05/2025 and advised her a credit was issued to zero out the balance on the account. The credit was recently submitted, it would reflect on a bills that may have already been created and sent, the Zero balance will reflect on the next generated bill scheduled to go out in early March.
We (PHS) encourage Ms. ********* to contact us with any additional questions or concerns

(PHS) takes all consumer complaints seriously and we regret that this issue caused ***** ********* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Customer Answer
Date: 02/13/2025

Complaint: 22904764

I am rejecting this response because:
Again, this company is changing the information. There response is reflecting different cancelation dates. The cancelation date of the contract is July 22nd 2024. I have a confirmation number. I also have a voice mail confirming this was the date not January 9 or February 5. The issue still remains this company **** a refund for the continued billing from August till now and billing is continuing. A refund is owed to be credited to the bill not zeroed out. I owe this account nothing from July going forward. This issue is not resolved and I'm not understanding why it can't be resolved when I did my part canceling in July received confirmation. The company was negligent in continuing to bill for a contract that was canceled for 7 months even with multiple calls back and forth between them and VA Natural gas.
Sincerely,

***** *********
Initial Complaint
Date:02/04/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When we purchased our house over 10 years ago we added home coverage with this company through PA **************. We have been spending $35 a month for home protection. Today I called to inquire about the price of the protection. When speaking to a representative she stated that we do not have coverage. Stating that it was suspended nearly 10 months ago. Yet I still have been paying for the coverage on my water bill $35 a month. I never got a notice that it was suspended. They could not tell me why it was suspended. They could not issue me a refund for the money that I have paid over the last 10 months. If I had an issued and needed to use this coverage, I would have been unable to file a claim due to being suspended. Yet they still charged me. They were unable to provide any solution for this issue. They would not even let me stop any further payments.
Business Response
Date: 02/07/2025
Thank you for bringing this matter to our attention. ************************ (AWR)appreciates the opportunity to address *** ******** concerns regarding your February 6, 2025, correspondence.
*** ******** is enrolled in the Water and Sewer Line Protection Program. *********** contacted *** to inquire about his coverage and was informed that his account was currently suspended due to delinquency. However, this was due to a billing error, and his coverage was indeed active.
To resolve the issue, a courtesy two-month credit is being applied to his account, which will reflect on his water bill within 1-2 billing cycles. We have communicated with Mr. ******** via email and requested an updated callback number. We encourage *** ******** to reach out to us with any further concerns or questions.
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.
Customer Answer
Date: 02/07/2025

Complaint: 22899322

I am rejecting this response because: I still never accomplished what I originally called about. I wanted to better understand my coverage and price due to other pricing that I have viewed. The water company provided a list of coverages and they were all much cheaper than what I am paying currently. I still do not understand how I was being charged is my account was suspended and was not notified. I was only wanted to explore other coverages to save some money.

Sincerely,

*** *********
Business Response
Date: 02/14/2025
Thank you for bringing this matter to our attention.American *************** (AWR) appreciates the opportunity to address *** ******** concerns regarding your February 7, 2025, correspondence.

We understand Mr. ********* rejection and concerns regarding pricing options and his account standing. *** has made several attempts to reach out to Mr. ******** via the phone number provided *************) but have been unsuccessful. Additionally, we have sent emails to the address on file but have not received a response.

Please note that Mr. ******** has canceled his account, and the cancellation was completed on February 14, 2025. If Mr. ******** still wishes to discuss pricing options, he is welcome to contact *** directly to discuss further.

We encourage *** ******** to reach out to us with any further concerns or questions.
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.
Customer Answer
Date: 02/17/2025

Complaint: 22899322

I am rejecting this response because:never received any phone calls due to the company having the incorrect phone number. No emails either. I have called and I changed to a lower price. I would like a bill credit or refund for the time I was paying full price with no coverage.

Sincerely,

*** *********
Business Response
Date: 02/27/2025
************************ (AWR) appreciates the opportunity to address *** ******** concerns regarding your February correspondence.

We understand Mr. ********* rejection and concerns regarding pricing options and his account standing. *** has made several attempts to reach out to Mr. ******** via the phone number provided *************), but it appears to be disconnected. Additionally, we have sent emails to the address on file but have not received a response.

Please note that Mr. ******** has canceled his account, and the cancellation was completed on February 14, 2025. If Mr. ******** still wishes to discuss pricing options, he is welcome to contact *** directly to discuss further. A credit has been issued which can take 1 to 2 billing cycles.

We encourage *** ******** to reach out to us with any further concerns or questions.
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.
Initial Complaint
Date:01/30/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the phone with a ******. Not understanding anything. I spoke to a **** on 12 29 24. Still working on getting someone for me. Could not find . The gave me a drain person that does NOT DO ANYTHING IN MY AREA. Call back 12/30 got ******* still working on finding someone. I had **** on on chat still trying to find someone to help us. Received a vm mail could not even understand his name. They gave the same company to me that DOES NOT WORK IN OUR AREA. Called back they gave me a service number to get my own person FINALLY. I had to pay first after 3weeks. I contacted he did a full repair on a Saturday. I spoke to a woman said just submit the form with all paperwork. So I did. Now per ****** today cant find anything on this. How would I have all this information on what the heck to do. . How would I have most likely these fake names . My information is in the pdf on the email. Per ****** said he would send to his higher people. Ok . He told me with me on hold for 27 mins he had to help another person. Poor customer service. Please process this claim. If no contact by someone within 3 days. I will have to fully take this further. I have never in my days have I had to do a nasty email
Business Response
Date: 02/19/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January *******, correspondence regarding the complaint filed by ***** ****.

Upon receiving the above referenced matter (PHS) spoke to Ms. **** regarding her reimbursement, she had questions about why she did not get the full amount. *** advised her there were some repairs that were not covered under her warranty program, customer understands. ******* had questions about her warranty final bill. *** advised her they were the charges prior to the date of her request to cancel her warranty plan. We (PHS)encourage Ms. **** to contact us with any additional questions or concerns

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

Customer Answer
Date: 02/28/2025

Complaint: 22875370

I am rejecting this response because: I am trying to get through to you all. I am still getting charged

Sincerely,

***** ****
Business Response
Date: 03/05/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January *******, correspondence regarding the complaint filed by ***** ****.

Upon receiving the above referenced matter (PHS) spoke to Ms. **** regarding her reimbursement, she had questions about why she did not get the full amount. *** advised her there were some repairs that were not covered under her warranty program, customer **************. **** had questions about her warranty final bill. *** advised her they were the charges prior to the date of her request to cancel her warranty plan. After further review of her account PHS found she had Heating Repair billed ***********. **** cancelled the warranty after the contracts renewal date. She was charged a prorated charge. *** issued a courtesy credit to zero out that balance. She was advised it will show on her next billing statement. We (PHS)encourage Ms. **** to contact us with any additional questions or concerns
(PHS) takes all consumer complaints seriously and we regret that this issue caused ***** **** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.

Customer Answer
Date: 03/07/2025

Complaint: 22875370

I am rejecting this response because:
I wont close till I get my credit and the correct amount is charged.
They agreed that they over charged. I personally should get all my money back due to all hassle that I had to fight for and all lies. I told a friend that is going to through the same with this company. Told him dont give up

Sincerely,

***** ****
Initial Complaint
Date:01/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sunday, January 26, I had trouble with my furnace. It immediately recycled on after the previous cycling, and was not delivering proper heat to the house. I have a contract with Nicor Home Solutions, which provides for a technician to come out and fix the problem. When I called, I was asked if I was elderly and if this was an emergency. I said I was a senior citizen and yes, it was an emergency. I was told he could send out a technician the next day. I asked to speak to a supervisor. He said one would call me back in thirty minutes. No one called me back. I called another company who came out within the hour and fixed the problem. It cost me $386.00. The next day, when I called Nicor Home Solutions, I was told that they would not reimburse me because I didnt have pre authorization from them.
Business Response
Date: 02/07/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 27, 2025,correspondence regarding the complaint filed by ******** ****** on behalf of ******* ******.

Upon receiving the above referenced matter (PHS) spoke to Ms. ****** regarding her regarding her request for a service repair to her furnace on 01/26/2025. *** provided the earliest appointment which was 01/27/2025. Ms. ****** contacted a local provider who had same day availability to complete the repair. Ms. ****** request to be reimbursed for the cost of the repair of her furnace. PHS mailed her reimbursement forms on 02/05/2025 and asked that she return the forms along with the invoice for the repair. The ***************** will continue to work with Ms. ****** to get her reimbursed for her repair once the documents are received. The warranty plan has been cancelled at the customer request on 01/27/2025. We (PHS) encourage Ms. ****** to contact us with any additional questions or concerns

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

Customer Answer
Date: 02/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I will await the total amount of the reimbursement as promised. Otherwise, I will contact you again.
Thank you for your help in this matter.
Sincerely,

******** ******
Initial Complaint
Date:01/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 6, 2025, we called Pivotal Home Solutions for a Furnace problem at our house we pay for coverage on. House is **************************************************************. *****. We called several times and were disconnected. Eventually we made contact with a person and were able to file a claim. We called back to see when and who would be coming out. We were told that the told the claim had been canceled by the person whom we spoke with previously. We had to file another claim which we did. We asked again to speak with a Supervisor several times and were placed on hold. We were placed on hold and eventually were disconnected. Eventually we were able to speak with ******** who assured us of an appointment time. We set up the appointment (day 3) still no repair to furnace. We had set the appointment for 3pm to 5pm when the renters would be home. We recieved a call at 5:30p that was on his way. The tenants were unable to be available. We had to call an independent contractor to service the furnace. We are requesting our $162.92 we paid for the repair and our monthly payments for 1 year. We have been paying for the Premium Plan on the account #******* for many Years and never experienced like this. Unable to get service. All conversation were recorded per the customer representative, if ********************** is interested on events. We canceled our Contract(s) and are enrolling with a different company.
Business Response
Date: 02/19/2025
American *************** (AWR) appreciates the opportunity to respond to your January 27, 2025, correspondence regarding the complaint filed by ***** ********.

We are writing in response to the complaint filed by Mr. ***** ******** regarding his Heating Premium Protection Program.

On January 6, 2025, Mr. ******** contacted us to report an issue with his furnace. Despite our diligent efforts, we were unable to secure a contractor to service Mr. ********** claim. Consequently, *********** had to hire his own contractor to address the heating system problem,leading to his complaint.

We have since been in communication with Mr.******** and have received the receipt for the completed repair. We are currently awaiting the paid invoice for the repair. Rest assured; we are committed to working with Mr. ******** until this matter is fully resolved. We encourage Mr. ******** to reach out with 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 considerationTell us why here...
Initial Complaint
Date:01/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
January 2, 2025 Better Business Buresu of ******* and ***************** ************************************************* Dear *** or Madam Enclosed for your review and handle this complaint been filed against Pivotal Home Solutions Residential Customer Agreement Warranty Plan(s) Account ****** for their failure to provide home utility repair service and reimbursed for expense include appliance replacement plan. Pivotal Home Solutions Residential Customer Agreement Warranty Plan(s) Account ****** via my account with ********* Account Number ************** a multi-maintenance warranty plan(s) provides home utility repair services and expense reimbursed for Inside Water Line Plan(s)/Outside Water Line Plan(s)/Outside Sewer Line Protection Plan(s)/Inside Clog Drain Plan(s)/ Outside Clog Drain Plan(s)/Faucet Plan(s)/Fixture Plan(s) include Home Appliance Replacement Plan(s). Pivotal Home Solutions Warranty Plan(s) Account ****** customer service is the point of contact by telephone at *************) to request services and forms requesting reimbursement for home utility repair service expenses. Submitted claims for reimbursed for home utility plumbing and hot water heater repair services expenses included claims home appliance replacement to address listed:Pivotal Home Solutions,***************************************************************************************** a follow-up telephone called to inquire about the status of claims. Pivotal Home Solutions Warranty Plan(s) Account ****** customer service representative advised me I do not have coverage for home utility plumbing repair service expense and reimbursement for repair service expense.I would greatly appreciate your assistance to resolve this matter, should your office require any original paper copies to support this complaint under your review. Please do hesitate to contact me by email address: ******************* or cell telephone number ************. Sincerely, ******* E ******
Business Response
Date: 02/19/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February ******, correspondence regarding the complaint filed by ******* ******.

Upon receiving the above referenced matter (PHS) spoke to Mr. ****** regarding his reimbursement for his plumbing repair. *** advised him that repairs that were completed are not covered under his warranty program. The plumbing protection program covers exposed water lines, the plan does not cover the cost to gain access or to expose the water line. After reviewing the account regarding the water heater reimbursement, PHS has not received reimbursement documents to qualify for the water heater reimbursement. *** and the claims department are willing to work with Mr. ****** in getting approved once the required documents have been submitted for the water heater. We (PHS) encourage Mr. ****** to contact us with any additional questions or concerns

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

Customer Answer
Date: 03/03/2025

Complaint: ********

I am rejecting this response because:
Subject: Complaint #********

Please accepted this email as my request for Complaint #******** be re-open. Attached for your review letter from *********** and **********, LLP regarding Pivotal Home Solution warranty plan account ******. Will contact PHS or the claims department for the water heater reimbursement issue.

Sincerely,
******* E ******
Sincerely,

******* E ******
Business Response
Date: 03/14/2025
Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your January 27, 2025, correspondence regarding the complaint filed by ******* ******.

We have forwarded this complaint to our ***************** This will be handled by the **************** going forward they will communicate with Mr. ******* attorney to resolve his concerns.
(PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation.Please contact me with any questions. We consider this complaint resolved.Thank you for your time and consideration.

Customer Answer
Date: 03/19/2025

Complaint: 22861910

I am rejecting this response because:

Sincerely,

******* E ******
Initial Complaint
Date:01/26/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have cancelled this since 10/03/2024 : ****** then 20475552/2338782/ I have cancelled this months ago and still getting billed for an service man will not work on my furnace.
Business Response
Date: 02/07/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 27, 2025,correspondence regarding the complaint filed by ******* ******.

Upon receiving the above referenced matter (PHS) spoke to Mr. ****** regarding his request to cancel his Heating Premium warranty plan. *** advised him the contract has been cancelled at his request and a refund has been issued for his payment. *** advised him this could take up to 30 days. Mr. ****** understands. We (PHS)encourage Mr. ****** to contact us with any additional questions or concerns

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

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