Complaints

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

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  Oncourse Home Solutions

  1415 W Diehl Rd Ste 270 Naperville, IL 60563-1197

  
• 

  Extra Service Protection

  100 International Dr Ste 175 Portsmouth, NH 03801-6854

• 

  Nipsco Home Solutions

  PO Box 5370 Naperville, IL 60567-5370

• 

  Extra Service Protection

  PO Box 509 Portsmouth, NH 03802-0509

• 

  Extra Service Protection

  100 International Dr # 175 Portsmouth, NH 03801-6854

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:10/21/2024

  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 have my furnace under warranty with Home Solutions, through Nipsco, I called in a claim on Oct. 8, 2024 because my furnace is not working. I received a call from Greenway Heating and Cooling, referred by Home Solutions, telling me to expect a call from a Greenway tech, when they call the said that Home Solutions told them that I need work done to my chimney and they wanted proof the the work had been done. I didn't know what work they were referring to so I call Home Solutions back to see what chimney work needed to be done. They look back into my records and told me that in 2021 H+H Heating and Cooling came out to do repairs on furnace and said that I need chimney repairs. I had the repairs done in 2021. I didn't have proof (invoice) that the work had been done but expressed to Home Solutions that when they sent out a contractor that contractor could verify the the work had been done. ******** said that they could not do any work without proof. I waited for Home Solutions to have a contractor call me for 24 hours and did not receive a call from anyone so I call them to cancel my services, they promised to me that they would have a contractor call me on Friday Oct. 11, 2024 and offered to give me a 25% discount, I agreed to this but I never heard from anyone, so I called back on Oct. 14, 2024 to cancel. They put me on hold on and off for 57 minutes and promised that I would hear from a contractor within 2 hours and offered me a 50% discount, I told them that I would give them 3 hours and that I didn't want the discount, I wanted the services done. I never heard from anyone so I call back again on Oct. 21, 2024 to cancel once again and was put on hold for 15 minutes before before I hanging up. When I called them from my cell phone they would answer and put me on hold. So, I called from my work phone and when they found out it was me I was put on hold, I hung up and called back, they picked up and put me on hold. All calls are recorded by Home Solutions.

  

  Business Response

  Date: 02/07/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your February 6, 2025,correspondence regarding the complaint filed by **** *****.
  
  
  Upon receiving the above referenced matter (PHS) spoke to Ms. ***** regarding her request to cancel her Heating Basic, Heating Maintenance and Water Heater repair ***********. ***** had questions regarding the final bill. *** advised her the charges on her final bill were charges prior to her cancelling the warranty plan. *** has issued a credit with no admission of fault to zero out the balance on the bill. 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:10/18/2024

  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.

  Cancelled my account in August 2024, and I am still being billed for a chimney vent, which I do not have. Attempting to cancel my Account, they refuse, and I cannot understand what they are saying.

  

  Business Response

  Date: 02/13/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your, correspondence regarding the complaint filed by ****** *******.
  
  
  Upon receiving the above-referenced matter, PHS confirmed that the contract was canceled in August 2024 at the customers request. The balance owed at that time was the same as the balance owed prior to the cancellation request. Our records also indicate that the customer now has a zero balance. 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.

• Initial Complaint

  Date:10/18/2024

  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 was given an appointment for servicing my furnace on the 14th of October 2024. On this day there was no call no show I waited all day for them to come. On the 15th of October, I called to make a complaint and to reschedule. They gave me a new date for the 18. Then on the morning of the 18, they called me at 7:50 to cancel the appointment to reschedule me for November 1, 2024. This is the third time I have stayed home calling off work missing money for my furnace to be serviced.

  

  Business Response

  Date: 10/23/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your October 17, 2024,correspondence regarding the complaint filed by ********** ***** on behalf of Ofonmbuk *****.
  

  Pivotal Home Solutions (PHS) has made several attempts to reach Mr. ***** using the telephone number we have on file. Unfortunately, we have been unsuccessful in making contact. We have left multiple messages requesting a return call but have not yet received a response. An attempt was made on 10/18, 10/22 and 10/23. *** encourages Mr. ***** to contact us at his earliest convenience. We are committed to providing the best possible service and are more than happy to address any additional questions or concerns Mr. ***** may have. However, we need to speak with him directly to produce a resolution.
  

  (PHS) takes all consumer complaints seriously and we regret that this issue caused ********** ***** on behalf of Ofonmbuk ***** 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:10/17/2024

  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.

  I had a contract with company for a hot water tank installed in my house for a total payment of $20.19 a month with taxes and fees included for the life of the hot water tank. This company is try to change the contract a couple years after it started.. My old hot water tank I rented from the company was ***** a month which never changed for the 9 yrs I had the tank and contract. When that died, they raised the new contract to the $20.19 I was currently paying, now they raise it up to $23.38 a month, even after I tell them no that we have a contract. 

  

  Business Response

  Date: 10/23/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your October 17, 2024,correspondence regarding the complaint filed by ***** *******.
  

  Pivotal Home Solutions (PHS) has made several attempts to reach Mr. ******* using the telephone number we have on file. Unfortunately, we have been unsuccessful in making contact. We have left multiple messages requesting a return call but have not yet received a response. An attempt was made on 10/18, 10/22 and 10/23. *** encourages Mr. ******* to contact us at his earliest convenience. We are committed to providing the best possible service and are more than happy to address any additional questions or concerns Mr. ******* may have. However, we need to speak with him directly to produce a resolution.
  

  (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: 10/23/2024

   
  Complaint: 22437790
  
  I am rejecting this response because:
  
  Sincerely, I spoke directly to this company months back when they called me and told me they were going to raise the cost on me e en though we had a contra *** pri e that wasnt suppose to change. I have heard nothing from this companyand still have my same home phone number and cell number I have always had with nobody trying to contact me so I belie e the statent about trying to be called multiple times as a false statement. I will consider this case closed once the company moves me back down to the agreed contracted rate of $20. And change
  
  ***** *******

  

  Business Response

  Date: 11/01/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your October 23, 2024, correspondence regarding the complaint filed by ***** *******.    
  
  Upon receiving the above referenced matter PHS made a one-time courtesy adjustment to Mr. ******** monthly billed amount. Per the leasing agreement Section 6 Payments [] Customer shall receive 30 days' notice prior to any Monthly Lease Payment increase.Unless Customer gives Company written notice of his/her exercise of the termination option within such 30-day period, Customer will be deemed to have elected to continue this Lease and shall be liable to pay the new Monthly Lease Payment commencing at the end of such 30 day period. Mr. ******* was presented with the new discounted billed amount on his most recent statement and is encouraged to reach out at his earliest convenience.
  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 Answer

  Date: 11/05/2024

   
  Complaint: 22437790
  
  I am rejecting this response because:
  We had a contracted fee for the term of the hot water tank. 1st hot water tank ladted 9 years in which I paid $11.80 a month which remained the same for the term of the life of the hot water tank. When that one died they had to honor the contrat and repla e the tank and charged a new rate of $20.19. The tank was installed 2 years ago and was suppose to temain same rate tbrough the life of the hot water heater. I wish to proceed forward forward and may also contact the attorney general at this point for breach of contrat
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 11/14/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your November 05, 2024, correspondence regarding the complaint filed by ***** *******.    
  
  Upon receiving the above referenced matter PHS made a one-time courtesy adjustment to Mr. ******** monthly billed amount. Per the leasing agreement most recently signed by Mr. ******* in Section 6 Payments [] Customer shall receive 30 days' notice prior to any Monthly Lease Payment increase. Unless Customer gives Company written notice of his/her exercise of the termination option within such 30-day period, Customer will be deemed to have elected to continue this Lease and shall be liable to pay the new Monthly Lease Payment commencing at the end of such 30-day period. As a courtesy, Mr. ******* was presented with the new discounted billed amount on his most recent statement to resolve his concerns with the most recent pricing increase.
  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 Answer

  Date: 11/15/2024

   
  Complaint: 22437790
  
  I am rejecting this response because:  no where in this leasetheysupplied does it state they can raise the lease pri e. It states I must ha e the tank a .inimum of 2 years, then after that it goes to a year to year lease in which I can have them take back the tank at the end of that years lease or it goes to another year to year..... this company just proved my case that they are in violation of contract. Thank you very much
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/16/2024

  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 requested a service call on my Sub-Zero refrigerator for what appeard to be broken rails on the ice maker receptacle . I was told they didn't have anyone to work on a Sub-Zero that I should call a local company to fix the issue and they would send a form for reimbursement .I called a local comapny and they came out and replace the broken rails. I called the their customer Service number several time each time I was told they would forward the reimbursement forms, they never did. I initially was told I got a reimbursement but that was for a different issue on the freezer, which I got paid, They couldn't understand that this was a new issue , I've contacted chat line and was told the request was never approved, I belive the request number was ********, she told me shed sent it to get approved and I should call customer service again or send everthing to a customer service inquire emailk address, was told again the reimbursement foem woukd be sent, still nothing. I sent the issue to thier custormer inquiries web site again on October 3rd, still no reply, The repair was $358 dollars and this should be paid in full..The repair invoice is attached

  

  Business Response

  Date: 10/23/2024

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

  Upon receiving the above referenced matter (PHS) spoke to Mr. ********* on October 18th regarding the repair of his refrigerator. He stated the rails on the ice maker had to be replaced. *** advised him the repair is not covered under the program. The Kitchen Essential program covers mechanical failure. 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.

• Initial Complaint

  Date:10/14/2024

  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.

  We have been a Pivotal Home Solutions customer for at least 15+ years- Ever since our *************** transfered our maintainence agreement to Pivotal Home Soutions .So, this year our washer / dryer needed a maintainence agreement and thought to myself I'll call Pivotal to keep everything under the same company .So, I called back on Aug 1, 2024 & spoke to a Pivotal cust. *** *** & explained what I was attempting to do. I had made it clear that we didn't want to change anything with our existing Heater furnace/ hot water tank plan. So, in agreeing to add the washer/dryer to our Furnace / hot water heater acct ( They are treated seperate yet both are under Acct# ******* the customer service ***. somehow cancelled our Furance plan with out letting me know. ( This MUST of been done by accident . She knew that I didn't want to make any changes to our Grandfathered plan. ) So, I told my wife today, 10/14/24 that I never received our bill for the 2024/2025 Furnace / water heater plan. That led me to call today and found out that it was cancelled .Then the cust svc *** said that she was unable to add back my plan that I had for 15 + years .I never requested it to be cancelled. Then she reviewed the notes and agreed with me that I called back on August 1st , and there was NO mention to cancel the Funace plan but she didn't have a way to put back my long standing plan. All I want is to have my plan back. I thought that I was making a wise decision in attempting to consolidate our Funace / hot water tank agreement with our washer / dryer agreement . Instead our whole day was a complete disaster because of all this. Our plan of many years was Grandfathered at $189.90 annually only for ***airs if needed. ( We've never had to place a trouble call ) It's the peace of mind that we want. Now , Pivotal is Now trying to charge us $504.00 for the same plan this price only reflects the furnace/hot water ************** to do with the washer/dryer . Thank you , **** **********

  

  Business Response

  Date: 01/31/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your correspondence regarding the complaint filed **** **********.
  
  Upon receiving the above-referenced matter, (PHS) spoke with **** ********** and confirmed that heating coverage was canceled in error by a previous agent. As of October 14, 2024, the customers ******************** coverage has been re-established at their request.
  (PHS) encourages **** ********** 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 Answer

  Date: 01/31/2025

   
  Complaint: 22420909
  
  I am rejecting this response because:
   
  They completely ignored my complaint.

  I was on a Grandfathered plan ( which was less expensive) 
  I am a long standing customer & their customer service representative canceled my Grandfathered plan only furnace when I called them about a totally different subject. My washer and dryer. All I was trying to accomplish was to have them cover our washer and dryer & in the process ( their representative canceled my Grandfathered plan ) without my knowledge or permission.

  now I forced to pay a MUCH higher price.

  Sincerely,
  
  **** **********

  

  Business Response

  Date: 02/06/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your January 31, 2024,correspondence regarding the complaint filed by **** **********.
  

  Upon receiving the above referenced matter (PHS) spoke to Mr. ********** regarding the removal of his grandfathered programs. After further review PHS found the programs were removed in error. *** contacted Contract Operations to add the **** Platinum program back to his account. *** will contact Mr. ********** when this is complete. 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:10/10/2024

  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.

  I am a ctr of Pivotal solutions for 15+ yrs. Called for a service of the A/C unit not turning on. Several calls between 9/12 to 10/10 has not fixed the issue. I cancelled my service contract with Pivotal and the date of disconnect was 10/9. My 1st call was on 9/12 & I had the *************** should have been fixed. 9/12-9:42 am - 1st call - 13 mts.9/18-7:52 & 7:54 am, calls get disconnected, 7:56 am 12 mts. Technician scheduled 8 am-12 pm. when called to check, I am told schedule is from 1-5 pm. I had to take the whole day off. Wrong Technician sent. Service was for a A/C Unit, but an electrician was sent. 9/24-4:19 pm-17 min. to reschedule a missed appt. Again, Tech was scheduled 8 am-12 pm, when called schedule changed to 1 - 5 pm.9/25 - 4:09 pm - 5 minutes. Called to ***** appt for Thu, 9/26 between 8 am - 12 pm 9/26 - 11:03 am - 11 minutes. Called to check the schedule arrival, was informed the schedule is between 1 pm - 5 pm. Tech comes & reports Thermostat needs replacement and the one I have is 'I-Comfort' he was not sure if this was a covered item, he will check and let me know.9/27 - I get a text msg from the Tech at 1:03 pm stating this is covered & I pay $331 out of pocket.10/2 - 10: 51 am - Lady calls to check if I want the service completed, I req to speak with a supervisor. 10/2 - 11:51 am - Sup ***** calls & explains what is covered and why there is a out of pocket cost.10/ 2 - 1:29 pm - VM left authorizing the work to be completed 10 2 - 1:38 pm Sup ***** calls back & confirms that a dispatcher will call to schedule.10/8 - 8:28 am. VM left for Sup as no call has come to schedule 10/9 - 10:38 am. 2nd VM left for Sup as no call from dispatch & neither Sup called bacj.10/10 - 10:02 am - Called Pivot to check status, 19 mts later agents says, he will have a sup call back 10/10 - 10:54 am - Speak with ****** at a different CSR# to be informed after 18 mts on the call, service cannot be completed as the account is closed. A

  

  Business Response

  Date: 10/22/2024

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

  Upon receiving the above referenced matter (PHS) spoke to Mr. ****** on 10/15 regarding his concerns with the way his air conditioner service call was handle. *** advised him the field service department was waiting for the thermostat that was ordered to come in from procurement. *** also explained the thermostat he requested cost over his per incident coverage limit. Mr. ****** said he did understand.  PHS expedited an appointment to install the thermostat. The installation was completed on 10/15. 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: 10/23/2024

   
  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

  Date:10/10/2024

  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.

  Over the past five + years, this company has relentlessly continued to send solicitations, which I have graciously asked them to discontinue and they continue to waste their resources to solicit, regardless of the fact that I have my own insurance and have signed up for every service available to discontinue this type of harassment. My request is to get them to remove me and my address from their mailing/contact list. I think they are predatory and I will NEVER associate with them, let alone give them a dime. They send their solicitations to me at ***************************************

  

  Business Response

  Date: 10/24/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your October 11, 2024, correspondence regarding the complaint filed by ***** **********.
  
  Upon receiving the above referenced matter PHS removed ***** ********** from receiving marketing mail and communications. This change can be expected to be reflected within 1-2 billing cycles.  
  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

  Date:10/08/2024

  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.

  In the last 60 days, I noticed a charge on my ****************** bill that I questioned. It was for a warranty service with Pivotal Home Solutions that I did not, at any point, consent to pay for. I demanded it be removed from my bill and it was. Now, today, I have received a collections notice for $33.46 from Pivotal Home Solutions. I called and was told I called and signed up for the service on August 31, 2019. I did not and challenge anyone to provide a record of my express consent, written or verbal. They have escalated my request to cancel to their billing department, but the representative insisted I owe them money. I am aware of the class action lawsuit in ******* about these deceptive practices and now know they have gotten years of fees out of me already, and before taking further action, I wanted to contact the BBB. Now that I know Ive been deceived about a service I never consented to having, I do not want to pay them another *****.

  

  Business Response

  Date: 01/31/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your correspondence regarding the complaint filed by ****** *****

  
  Upon reviewing the above-referenced matter, (PHS) Spoke to ****** ***** on 11/19/2024 and confirmed enrollment was received on 8/31/2019 at the customer's request contract was cancelled and a credit was issued to Zero out the balance in which customer accepted as resolution (PHS) encourages ****** ***** 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 ****** ***** 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: 02/05/2025

   
  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. After multiple calls to the only number I had for PHS for approximately two months, and nearly begging, someone finally contacted me specifically about resolving the issue and they did take care of it. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/06/2024

  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.

  ******WARNING!!!****** ******WARNING!!!****** ******WARNING!!!****** ******WARNING!!!************SCAM ALERT!!!****** ******SCAM ALERT!!!****** ******SCAM ALERT!!!************DO NOT EVER USE PIVOTAL!!!****** ******DO NOT EVER USE PIVOTAL!!!******I don't even know where to begin, seriously, it's a c*** show beyond c*** show, what's crazy is this company used to be Awesome, I've had them for at least 10 years, for Water Line, Furnace, Water Heater, Washer/Dryer, and they were Professional and provided repairs, but something has happened, I hadn't made a claim in 5 years, and wasted at least $2,500 by paying them for 5 years, because they won't honor anything anymore, so this last March/24, my washer's position sensor went out like it did in 2019, which they fixed then, now it's a complete run around, at one point, on Easter Sunday morning, they told me they accidentally deleted my account, and would have to start another one, which after filing a BBB complaint a couple months later, and having the advocacy ***** call me, I was told that my claim was no longer valid because, it was from a closed account, but they said they would still honor it, I just had to deal with them directly, initially in March, they told me to get my own tech, I pushed back saying that they never did that before, you guys should provide one, so they did, and the guy called, and mis-diagnosed the error code over the phone and deemed it irreparable, which it's not, but anyway I bought a new washer, sent the Advocacy dep't ************************************* the bill & left messages several times, and they will not respond. There are a couple dozen of other crazy run around things they did over at least a dozen 1 or 2 hour phone calls, that I wouldn't be able to fit on this complaint, it was just 1 lie after another, after another, after another, after another, to infinite and beyond, Please do not waste your money with this extremely corrupt company, you'll regret it if you do.

  

  Business Response

  Date: 01/31/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your correspondence regarding the complaint filed by ********************** 

  
  Upon receiving the above-referenced matter PHS reviewed the customer's account and spoke with Mr. ****** He stated that he was not satisfied with a recent service claim for his clothes washer where he was advised that the unit is deemed for replacement. *** spoke to Mr. ***** and reviewed the claim and reimbursement process for the unit deemed. Once the new unit is purchased Mr. ***** advised that he submits the necessary documents within the time frame allotted per the terms and conditions of his program to receive reimbursement Our records show we have not received the reimbursement paperwork. We have also issued a courtesy refund in which ******** has received.
  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 ***** Bales 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.