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
- 483 total complaints in the last 3 years.
- 194 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/11/2025
Type: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.
This has been going on since early June. My cooling system failed and Pivotal Home Solutions/On course Home warranty program is very difficult to get information that is accurate . I had to call several times and the language barrier is horrendous. I final got my documents together and sent out an application around 7/29/25. I still have no refund and was told even though it states in the attached letter it would be 3 days they are saying 3 weeks. This whole process is a nightmare and I think they just want to frustrate the customer to give up. I cannot believe this company has a A+ rating and customers should be warned to stay away. I just need to get my refund and get real information instead of lies and tricks. Also, the first appointment I made I was given a date of 7/5/25 for them to check my cooling unit. However, no one showed for the appointment. I later learned the application was never put in their system until a week later. This is just more mix-*** and lies with this company.
Business Response
Date: 09/16/2025
Pivotal Home Solution (PHS) appreciates the opportunity to respond to your September 12, 2025, correspondence regarding the complaint filed by ******* ***.
Following a review of the matter, PHS contacted ****** on 9/15 to confirm receipt of the reimbursement for her air conditioner **************. *** confirmed receipt of the reimbursement check.
We encourage Ms. *** to reach out with any further 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: 09/17/2025
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 also think this company makes it so difficult to completer this refund process that consumers should be made aware.
Sincerely,
******* BoxInitial Complaint
Date:09/08/2025
Type: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 cancelled service around Aug 20. I am being charged a service change fee as well as being charged for September. I had previously asked for details on previous claims they never provided them. Finally provided info on a claim in 2024 that couldn't be serviced. I assume the other 3 open claims couldn't be serviced either.There is no reason for both of these chargesBusiness Response
Date: 09/11/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 8, 2025, correspondence regarding the complaint filed by ****** *******.
Upon receipt of the referenced matter, PHS contacted Ms. ****** ******** daughter of Mr. ****** ******** regarding the final charge on his warranty bill. *** reviewed the billing details with Ms. ******** and she acknowledged and accepted the explanation provided.
As a courtesy, and without admission of fault, *** has issued a credit for 50% of the final billing charge. This resolution has been communicated to Ms. ******** and the matter is considered resolved.
PHS remains available should she have any additional questions or require further assistance.
(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: 09/15/2025
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:09/04/2025
Type: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.
My monthly bill is $113.38, and I admit I forgot to send in my payment, because I pay 98% of my bills online. The company has suspended my account over a month ago my service. Meaning I cannot use services of the company until I pay balance in full of $451.34, yet I WILL STILL BE CHARGED $113.38 a month until the balance is paid including the additional months added since my services been suspended! The company is using a play on words of suspended instead of turned off, but the result are the same I cannot use the service during suspension just like if services was turned off.If I don't pay water, electric or gas bills and it's turned off I would not get an average usage dollar amount added to my bill like I am still using the service. This is a predatorial business practice to get money for service that the customer can't use and once the bill is too high for the customer to pay the only way to stop the billing is to call and cancel your account with the company!I also called last year (May 2024) and complained, because I was being billed for two account for the same home!Business Response
Date: 09/08/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 5, 2025, correspondence regarding the complaint filed by ******** *****.
Upon receipt of the referenced matter, PHS contacted ******** to address his concerns regarding ongoing billing while his account remained in a suspended status, preventing him from placing service calls.
PHS explained that the companys intention is not to cancel a customers warranty plan during periods of non-payment, but rather to allow the customer to maintain coverage by paying a minimum amount. This approach ensures the plan remains active and eligible for reinstatement once the account is brought current.
As a gesture of goodwill and in recognition of the inconvenience, PHS has issued a credit for two months of service. Mr. ***** has been encouraged to reach out with any additional questions or concerns, and PHS remains available to provide further assistance.
(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:09/02/2025
Type: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 have called this company 3 times to cancel my contract and close my account, which was after sending an email requesting the same. I was told the last time that I called that my July 25th payment would be the last one withdrawn from my account; however, i found another withdrawal from August 25th. I called again today and was told this would be the last payment withdrawn from my account to cover the billing cycle from July 6 - August 5th.Business Response
Date: 09/09/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your September 2, 2025, correspondence regarding the complaint filed by ***** ******.
Upon receipt of the referenced matter, PHS contacted Ms. ****** regarding the final charge on her warranty program. Ms. ****** stated that she attempted to cancel her plan prior to the scheduled cancellation date of July 6, 2025, and believes she should not be responsible for the final billing charge.
After reviewing the details,and without admission of fault, *** has agreed to resolve the matter by refunding the final charge. This resolution has been communicated to Ms.Madder.
PHS remains available should she have any additional questions or require further assistance.
(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: 09/09/2025
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. Thank you for your time and assistance in helping to facilitate a resolution to my complaint.
Sincerely,
***** ******Initial Complaint
Date:08/29/2025
Type: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.
We never signed up for a warranty with you guys and have been getting charged $14-$16 a month for the last 3 years through our gas company WITHOUT our consent or knowledge. I have all of my bills on autopay and only now looked at my statement's details because this month's bill seemed higher than what it should be for the summer. I called OGE today and was transfered to Oncourse Home Solutions and no one could explain how this policy came to be, just that it was and that we were enrolled in it. The representative we first spoke with stated that they can see how we never agreed to pay for this policy, but they couldn't issue a refund. I said "You just agreed that we did not consent to these charges so how can you not issue a refund?" There was no answer just an offer to continue the warranty at 50% off...... We were transferred to a Supervisor, ****** R, who told us that he also could not see how we gave consent, but since 3 years have passed a refund was "off the table." We explained to him why and how 3 years passed without us noticing the charge on our gas bill and we asked for him to provide proof of consent again and none was given. He did say he escalated our situation to upper management who would do an investigation. Let me be clear, I never, nor would ever agree to, nor need a warranty on my gas lines... they belong to the gas company!! This is fraudulent and criminal. You owe us over $500. If a client has a warranty with you, how could you not send renewal notices? How do you not have consent documentation or recorded phone calls? After speaking with our gas company a second time they stated that we are not alone in having to deal with many discrepencies and fraudulent charges. I want a full refund for every single payment or proof of my agreement that you should have on file.Business Response
Date: 09/09/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August *******, correspondence regarding the complaint filed by ****** *****.
Upon receipt of the referenced matter, PHS contacted Mr. ***** to address his concerns regarding an enrollment dispute. Mr. ***** stated that he did not authorize enrollment in the warranty program. *** advised that the enrollment occurred when he initially set up his utility account, and that the associated charges were visible on his utility bill.
Mr. ***** explained that he was enrolled in autopay and did not receive paper bills, which contributed to his lack of awareness of the charges. After further review, and without admission of fault, *** has agreed to settle the dispute by refunding the full amount paid into the warranty plan.
PHS remains available should Mr. ***** has any additional questions or require further assistance.
(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: 09/09/2025
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:08/29/2025
Type: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.
The charges are taken out of my columbia gas bill for gas line, water line and sewer line protection which is supposed to be ***** each month. But for the past 2 months they double charged me once for ***** and 1hen ***** on two consecutive bills. Buts it's only supposed to be $***** a monthBusiness Response
Date: 09/12/2025
Pivotal Home Solution (PHS) appreciates the opportunity to respond to your August 30, 2025, correspondence regarding the complaint filed by **** ******* on behalf of ******* *******.
Following a review of the matter, PHS spoke with Mr. ******* regarding the billing change. After further evaluation, PHS adjusted the pricing to reflect the original rate that was initially offered. In addition to that *** issued a credit to zero out the balance on Mr. ******* account.
We encourage Mr. ******* to reach out with any further 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.
Initial Complaint
Date:08/23/2025
Type: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 wrote a complaint on the 18 Aug 2025 they still have not either credited my monthly payment, and they did not contact me in reguards to this extra payment.Business Response
Date: 09/03/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August *******, correspondence regarding the complaint filed by **** ******.
Upon receipt of the referenced matter, PHS contacted Ms. ****** regarding an overpayment on her account.A refund has been issued for the overpaid amount, and the automatic payment feature has been removed from the account to prevent future billing discrepancies.
PHS remains available should Ms. ****** have any additional questions or concerns.
We encourage Ms. ****** to reach out with any further 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:08/18/2025
Type: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.
OnCourse home solutions took over for a warranty system without my concern. When I called and cancelled them back in March of 2025, they said I would be billed for another month, which I went ahead and paid (payment is billed through centerpoint energy). I keep getting billed $62 per month and paid that up until May unknowingly. I have called them every nothing since and am still getting billed and a run around on getting this resolved. I have told them that I refuse to pay anymore but am afraid that it will affect my centerpoint gas service. HelpBusiness Response
Date: 08/28/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 18, 2025, correspondence regarding the complaint filed by ***** ******.
Upon receipt of the referenced matter, PHS contacted Mr. **** ****** son of Ms. ***** *****. Mr. ***** provided the death certificate for Mr.****** ****** the previous account holder.
PHS has initiated the process of updating the account to reflect Ms. ***** ***** as the new account holder. Once the name change is completed, a refund will be issued in Ms. ****** name.
PHS will maintain ongoing communication with the customer throughout the refund process to ensure a smooth and timely resolution.
(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
Initial Complaint
Date:08/11/2025
Type: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.
This "service" was cancelled May 21 in a 33 minute phone call where they attempted to double my agreed upon monthly fee of $24/mo a SECOND time. I could not abide the deceptive billing from this company and simply canceled at that time. They sent a letter to me confirming the cancellation, even. But ever since, they CONTINUE to charge me. Their billing is in "zombie" mode or they are deliberately trying to rob me. Can't say. All I know is I do NOT owe them one red cent for the long since cancelled service. Not to mention their double charging which occurred prior to my cancellation. I want them to stop vandalizing my gas bill with their erroneous charges and zero out the account with the proper balance: $0 DUE!Business Response
Date: 08/22/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August *******, correspondence regarding the complaint filed by ***** L. *********.
Upon receiving the above-referenced matter, PHS Spoke to Ms. ********* regarding the charge for her warranty program billed on her utility account. *** advised Ms. ********* per zero out any remaining balance.
We encourage Ms. ********* to reach out to us with any further 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: 08/25/2025
Complaint: 23729253
I am rejecting this response because: the charge CONTINUES to appear on my bill, month after month including this latest bill due in September. This isn't the first time they've said, all is well, even through the BBB and then NOT STOPPED the billing!!!This month they have dreamed up $28.28 FOR A LONG AGO CLOSED ACCOUNT THAT IS ZERO-ED ****************** do this to me every month, Nothing has changed.
They have their representative, ****** ******** Bond, call me and she says, it's all taken care of and to call her if there are any further problems. Well, the problem persists. I call the number she instructed me to call ************ and no one answers. I leave a message and no one calls back...EVER.
Something is really wrong and they have NOT FIXED this.
Sincerely,
****** L. *********Business Response
Date: 08/27/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 11, 2025, correspondence regarding the complaint filed by ***** L. *********.
Upon receiving the above-referenced matter, PHS Spoke to ************ regarding the charge for her warranty program billed on her utility account. *** advised Ms. ********* on 8/14 a credit was issued to zero out any remaining balance. Ms. ********** account reflects a zero balance.
We encourage Ms. ********* to reach out to us with any further 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: 08/28/2025
Complaint: 23729253
I am rejecting this response because: THE CHARGE IS STILL APPEARING ON MY BILLZero balance, true! Yes, great but....THEY ARE STILL BILLING ME!!!!
This "business" has not even read the file concerning this complaint, it would seem.
See the attached bill where their erroneous charges still appear!
I want them to STOP VANDALIZING MY GAS BILL WITH THIS "THIRD PARTY" CHARGE!
THIS IS A LONG SINCE CLOSED, CANCELLED "SERVICE"
WHY ARE THEY STILL BILLING ME!!!!!!!!!???????
This month it's $28.28. Last month it was $56. What will it be next month? They've been doing this to me every month since MAY when I cancelled.
STOP PUTTING ERRONEOUS CHARGES ON MY GAS BILL!!!
Sincerely,
****** L. *********Business Response
Date: 09/09/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 11, 2025, correspondence regarding the complaint filed by ***** L. *********.
Upon receipt of the referenced matter, PHS contacted ************ to address her concerns regarding a charge for her warranty program billed through her utility account.
The attached utility bill reflects a billing date of August 14th, and the corresponding credit issued to her warranty plan was also processed on August 14th. This credit will appear on her next billing statement. As of now, Ms. ********** account reflects a zero balance.
PHS remains available should Ms. ********* has any additional questions or require further assistance.
(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: 09/09/2025
Complaint: 23729253
I am rejecting this response because: this business has already promised five times to remove the charge from my bill and to stop charging me.But they continue to charge me every month!
On a long since closed account.
I can in no way take their word until I see my gas bill with no further vandalism from them of a "Third Party Charge" in any amount
Sincerely,
****** L. *********Initial Complaint
Date:08/09/2025
Type: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 Never Contacted Or Requested Any Service From The Company, Known As Oncourse Home Solutions, I Have Never Even Heard Of Them Before This Incident Of A Charge On My *** ****. I Recently Purchased The Home At Said Address And Closed 07/09/25. They Are Fraudulent Scammers! I Called To Cancel What Was Listed As A Charge Of $40.91; Theyre Not Even Affiliated With ONG; How Are They Allowed To Bill Through Them?!. Completely Rude, Argumentative! Kept Insinuating Ive Had Coverage With Them; Could Not Provide Proof Of Service Request Then Proceeded To Try To Get Me To Purchase Half Price. I Eventually Got A Cancellation Number. I Followed Up With ONG To Provide Info Of Cancellation Regarding Said Charge; This Has Been Nerve Racking And I Dont Want This Happening To Others!Business Response
Date: 08/22/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August ******, correspondence regarding the complaint filed by **** ******.
Upon receiving the above-referenced matter, PHS made multiple attempts to contact Ms. ******* however,she was unavailable. Calls were placed on 8/12, 8/13, 8/15, and 8/22, and a detailed message was left during each attempt. Per the customers request, *** proceeded to cancel the warranty and issued a credit to zero out the remaining balance.
We encourage Ms. ****** to reach out to us with any further 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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