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 has 5 locations, listed below.

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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:07/10/2025

  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 signed up for the ************************ Electrical Protection Program January 2025. In spring of 2025 the electrician pointed out some ******************* problems that needed to be addressed. Therefore, I contacted the home warranty company to get the work completed. Interior coverage was up to $2500 & exterior $3000. The total bill for the ******************* work was $*****. I submitted the electrical invoice along with the forms required for reimbursement to OnCourse. I was contacted & told that they were offering $1,874 in addition to the initial $563 for the interior claim which is close to the full $2500 reinforcement amount. I disputed the amount. The OnCourse representative seemed to misunderstand the full billing amount on the invoice...not acknowledging that we made two payments for $3,204 & $6,521 totaling $ *****. He asked that we resubmit the ******************* claims separately which I did. They then submitted via direct deposit the same reimbursement amount of $1,874 without an increase to the full reimbursement amount that totals $2,500 & closed the claim despite our dispute. We were also told that the exterior claim had been closed without any reimbursement whatsoever! I asked to speak to an OnCourse supervisor who stated that they weren't in the reimbursement department & couldn't access our submitted forms for the claims & that the reimbursement department doesn't deal with the public. The warranty contract should have paid us $5500 from our interior ****************** meter base claims that we submitted but we were only paid out $2,437. Electric Invoice $***** Expected warranty reimbursement $5,500 Payout $2,437 SHORTED $3,063 This is unacceptable. I need to be reimbursed for the FULL amount stated in my contract with AWR/OnCourse. Exterior claim #******* Interior claim #*******

  

  Business Response

  Date: 07/25/2025

  American Water Resource (AWR) appreciates the opportunity to respond to your July 10, 2025, correspondence regarding the complaint filed by (****** ********).
  
  Upon receipt of the referenced AWR, reimbursement was initiated for ****** ******** following his engagement of a private contractor for electrical services. The initial reimbursement was processed for internal electrical work, as this was the only claim submitted in the system at the time.
  
  It has since come to our attention that external electrical work was also completed. Mr. ******** will be providing a detailed breakdown distinguishing the internal and external work performed. Once this documentation is received, we will proceed with reviewing and reimbursing the eligible external work in accordance with coverage guidelines.
  .
  
  We (AWR) encourage ****** ******** to contact us with any additional questions or concerns.
  
  
  American Water Resource (***) 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: 08/11/2025

   
  Complaint: 23581676
  
  I am rejecting this response because:
  The resubmitted documents for our claim. There has still been no reimbursement. 
  
   Please do not close out this case. 
  
  ****** Williams 
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 08/20/2025

  American Water Resource (AWR) appreciates the opportunity to respond to your July 10, 2025, correspondence regarding the complaint filed by ****** ********.
  
  Upon receipt of the referenced AWR, reimbursement was initiated for ****** ******** following his engagement of a private contractor for electrical services. The initial reimbursement was processed for internal electrical work,as this was the only claim submitted in the system at the time.
  
  It has since come to our attention that external electrical work was also completed. Mr. ******** did provide the additional documentation, and are working to process his reimbursement.
  
  We (AWR) encourage ****** ******** to contact us with any additional questions or concerns.
  
  
  American Water Resource (AWR) 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: 08/23/2025

   
  Complaint: 23581676
  
  I am rejecting this response because:we've resubmitted documents & also called Monday to follow up, only to be told that they have no updates on the matter & to email that division for inquiry which we did and they have never responded. Also, We have yet to receive the remaining partial payment from the interior claim and we never received any reimbursement for the exterior claim whatsoever.  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/07/2025

  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.

  On May ****** I discovered that there was flooding in my basement and I contacted ************************* an Oncourse Company, about my emergency situation. I informed the customer ********************** representative and they told me that someone would be in contact with me May 10, ************************************************************************************************************************************* That call was never received as water continued to flow. In the later AM of May 10, 2025 a local provider called me to tell me that the earliest date they could come out was May 14, ***** between 10a-4p. I asked if they understood my situation, they said "yes". I then contacted a local service, A & J PLUMBING AND SEWER SERVICE, They understood my emergency and responded within 40 minutes. He told me the cost to drain the basement, now 7-12" of water, and repair would be $1880.09. I contacted ************************ by email and informed them that I wanted concellation now and my money refunded. I attempted to do this by telephone but their service representatives are not native english speakers and only continued to read from their script. The company later acknowledged my earlier conmmunication but refused to discuss particulars for a refund. They failed to respond to my emegency and have charged me for June and July.

  

  Business Response

  Date: 07/22/2025

  ************************ (***) appreciates the opportunity to respond to your July 07, 2025, correspondence regarding the complaint filed by ****** ******.
  
  ************************ (***) has made several attempts to ****** ****** and were unsuccessful to reach him at the telephone number we have listed on file for his account. As Mr. ****** requested, his coverage was cancelled and confirmed as cancelled through customer care. *** will remain open in communication attempts to discuss matters further with Mr. ****** regarding his request for refund due to extenuating circumstances. We (***) encourage ****** ****** to contact us with any additional questions or concerns.
  
  American *************** (AWR) 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:07/02/2025

  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.

  I requested cancellation of all service via phone call to their customer ********************** line on 6/19/25 at 3:48pm EST. I was assured by their agent, V******a, that all services would be cancelled that day. My next bill, on 6/23/25, still contained charges for the next month and the online portal shows that they renewed all services for another year from 6/24/25 - 6/23/26. I called their service number again on 7/1/25 at 6:15pm EST complain and request again that they cancel my service. Their employee, C****r, assured me the plan would be cancelled immediately and that I would receive an email confirming the cancellation with a tracking number. On 7/2/25 I still had received no cancellation email and OnCourse/Pivotal's online self service portal still showed the plans being active from 6/24/25-6/23/26 with no cancellation mentioned. I would like a refund of the $131.10 billed to me after the cancellation request so far, as well as for them to actually cancel all of my service plans with them and cease billing me further. I have also submitted a complaint to the ******************************.

  

  Business Response

  Date: 07/16/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your July 3, 2025, correspondence regarding the complaint filed by ******* ****. 
  
  Upon receipt and further review of the referenced matter, PHS was unable to reach Ms. **** regarding her cancellation dispute. Attempts were made and a detailed message was left each time. Ms. **** stated that she wanted the programs cancelled.
  

  PHS confirms that the programs have been cancelled at her ********** a gesture of goodwill and without admitting fault, PHS has confirmed the cancellation of the programs and issued a credit on the final bill to zero all charges.
  

  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: 07/21/2025

   
  Complaint: 23548024
  
  I am rejecting this response because:

  I was contacted by a manager from OnCourse Home Solutions via phone named ******* today, 7/21/25 at around 11:40am. He told me that OnCourse has cancelled my Home Warranty plan as of 7/3 and that charges will remain on my gas bill for 1-2 billing cycles after the cancellation, which means I may not see evidence that I'm no longer being charged for service until as late as September's bill from Columbia Gas of ****. I also explained to ******* that his company failed to cancel a portion of my protection plan I requested to be removed more than a year ago (for Surge Protection) that the customer ********************** representative assured me would be cancelled that day, as well as the contradictory information I received from different CSR's during this cancellation request process. In light of these issues, I would like to keep this complaint open until the end of September in order to be sure OnCourse has actually satisfied my request to cancel my plan and stop charging me.
  
  Thank you for your time and attention. I will send an update if I see that charges drop from my gas bill sooner than September, or if they continue into September.

  

  Business Response

  Date: 07/30/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your July 3, 2025, correspondence regarding the complaint filed by ******* ****. 
  
  Upon receipt and further review of the referenced matter, PHS spoke to Ms. **** regarding her cancellation dispute. *** confirms that the programs have been cancelled at her request. As a gesture of goodwill and without admitting fault a credit has been issued on the final bill to remove all charges. Ms. **** was advised this could take 1-2 billing cycle to show on her utility bill.
  

  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

• Initial Complaint

  Date:06/27/2025

  Type:Order 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 noticed a charge from Oncourse Home Solutions for $43.96 on my gas bill. I asked the gas company about it and they informed me it was a third party. I contacted Oncourse and told them I had never signed up for anything with them and didn't want to be. She proceeded to tell me all of the reasons I should not cancel. I explained to her that I would not do business with a company that can sign me up for a coverage without asking me. She said she could email the service agreement and that I have been with them since 2018. I asked her if the agreement had my signature on it agreeing to the service, she couldn't provide that. I told her to cancel it again. She continued to try to keep me from canceling it. I had to cut her off a number of times and told her I want it canceled, I don't care what you have to say, I do not want to do business with them. Finally she said she would transfer me to cancelations but it would be a few minutes. The same person came back on the line after about 30 seconds and said she cancelled it but I would still owe my current balance as well as my next billing. I am not paying for a service I didn't sign up for. If I have been signed up since 2018 as she says I have unknowingly paid them around $4000. I would like my account closed, have no further charged and be reimbursed for the amount I have already paid. I have automatic payments through my gas company and was unaware that part of my gas bill included a payment to this company.

  

  Business Response

  Date: 07/03/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 27, 2025, correspondence regarding the complaint filed by ****** *******. 
  
  Upon receipt and further review of the referenced matter, PHS contacted Ms. ******* regarding her enrollment dispute. Ms. ******* stated that she was unaware of her enrollment in the warranty programs.
  

  PHS informed her that she had been enrolled in the Gas Line and Electric Line Protection Programs. We explained that efforts were made to notify her of enrollment through a price increase notification over the years and the associated charges being itemized on her utility bill each month.
  

  As a gesture of goodwill and without admitting fault, *** offered to refund three years of service charges. Ms. ******* accepted this resolution.
  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: 07/22/2025

   
  Complaint: 23526868
  
  I am rejecting this response because: I apologize for the late response, I am unsure if this is the correct way to respond but didn't see another way.  I have spoken to OnCourse and accepted the agreement I am just waiting for the settlement to be processed.  
  

  
  

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

  

  Business Response

  Date: 08/01/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 27, 2025, correspondence regarding the complaint filed by ****** *******. 
  
  Upon receipt and further review of the referenced matter, PHS contacted ********** regarding her enrollment dispute. Ms. ******* stated that she was unaware of her enrollment in the warranty programs.
  

  PHS informed her that she had been enrolled in the Gas Line and Electric Line Protection Programs. We explained that efforts were made to notify her of enrollment through a price increase notification over the years and the associated charges being itemized on her utility bill each month.
  

  As a gesture of goodwill and without admitting fault, PHS offered to refund three years of service charges. Ms. ******* accepted this resolution. The refund process could take  up to1-2 months.
  

  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: 08/04/2025

   
  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:06/27/2025

  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.

  In March of 2025, I was alerted to third party charges on my gas bill, facilitated though Center Point ******* These services were not something I authorized or signed up for. Contact was made with On Course Home solutions and a request to cancel the services was requested. While on the phone, I was advised that I was enrolled in three different protection plans and that I had been paying for these products dating back to 2019. These products were promptly cancelled and I was informed that the issue would be looked into regarding my supposed enrollment in these programs. I feel I gave them plenty of time to look into and contact me with the information but after another phone call placed in May 2025, they had no information and my contact details were forwarded to the department that investigates those claims within their company. Another month or so passed with no contact, so a third phone call was placed on June 26th, 2025. I asked to speak with a supervisor and requested either they provide me with the information regarding my authorization to be enrolled and charged for their services or a refund of the money I've paid dating back to 2019. The supervisor I spoke with, without hesitation, said she was going to look into how much she could reimburse and could still not provide information regarding when my authorization for services. She came back on the phone, offered $500. I told her to keep the money and that I would seek other avenues to rectify the situation. Now, back several years ago, I received a check as part of class action lawsuit against Nicor Home Solutions for doing the very same thing with *************** who is now Center Point ******* Nicor rebranded to Pivotal Home Solutions and rebranded again to On Course Home Solutions. If I received a settlement then, why on earth would I sign up for it after the fact. The answer is, because I didn't. I am looking for a full refund dating back to 2019 or move on to other options in court.

  

  Business Response

  Date: 07/11/2025

  Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June 28, 2025, correspondence regarding the complaint filed by **** *******.
  
  Oncourse Home Solutions (OHS) has made several attempts to **** ******* and were unsuccessful to reach him at the telephone number we have listed on file for his account. We (OHS) encourage **** ******* to contact us with any additional questions or concerns.
  
  Oncourse Home Solutions (OHS) 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:06/25/2025

  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.

  They continue to harras me and send false information

  

  Business Response

  Date: 06/28/2025

  American *************** (AWR) appreciates the opportunity to respond to your June 26, 2025, correspondence regarding the complaint filed by ******* ******. 
  

  We acknowledge receipt of the request regarding Mr. *************** response, AWR has processed the removal of Mr. ****** from our marketing mailing list. Please note that this update may take one to two billing cycles to be fully reflected in our system.
  

  Should Mr. ****** have any further questions or require additional assistance, we encourage him to contact our customer service team directly.
  
  (AWR) 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:06/25/2025

  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 have utilized ************************* (Now called Concourse Home Solutions) several years and had to call them for the same problem twice due to back up water flow into the home. They sent a generalist with a handcarred plumb unit - and snaked out a few yards and ran into branches that breached the ceramic pipes. They offered no other service -- and never solved the underlying problem. 3 months ago - I cancelled. As late as last month (this month pending) I have rec'd excuse after excuse on my cancellation not being honored while they collect. I called ************ (provider) they blamed CSP - and *** blames ************. Now I am receiving letters asking me to be aware of costs for underground lines - the very thing I told them about my situation with NO solutions.

  

  Business Response

  Date: 06/28/2025

  Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June *******, correspondence regarding the complaint filed by ***** *****. 
  

  Upon receipt of the referenced matter, OHS promptly contacted Mr. ***** to address his concerns regarding his billing. A thorough review of his account, including all charges and payments, was conducted. *** confirmed that no charges were incurred following the cancellation date. Mr. ***** acknowledged and accepted the explanation provided.
  

  Should Mr. ***** have any further questions or require additional assistance, we encourage him to contact our customer service team directly.
  
  (OHS)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:06/20/2025

  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.

  On my most recent bill from ******************* I noticed it was much more than anticipated. After calling to inquire, I was told I had been enrolled in a service program through Oncourse Home Solutions. I informed CenterPoint that I had never enrolled on any service program. At that point, I was told that I need to contact Oncourse directly, which I did. The customer representative helped me to cancel the service program, which I never agreed to, approved, or sought out in the first place. I was then told I was responsible to the $100+ charge on my bill. Again. I reiterated that I never enrolled in this program. At that point, the representative stated that CenterPoint must have enrolled me without my consent. So basically, each company is putting the other at fault. I will not pay a charge for a program I NEVER enrolled in or gave any kind of consent to purchase. It all seems very sketchy to me and I'm willing to bet it is a fraudulent attempt to unknowingly enroll customers, and that im not the only one who has been victimized. If I had my bill set on autopay or wasn't vigilant about monitoring my bills, this charge would've slipped by me. I want the charge dismissed by Oncourse. Thank you.

  

  Business Response

  Date: 07/02/2025

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 20, 2025, correspondence regarding the complaint filed by ******* ******. 
  
  Upon receipt and further review of the matter referenced, PHS contacted Mr. ****** regarding the warranty charge. During the conversation,Mr. ****** expressed his desire to cancel the warranty program. In response to his request, PHS processed the cancellation on June 19, 2025.
  

  As a gesture of goodwill and without any admission of fault,PHS issued a credit to fully offset the outstanding balance. We encourage ********* to reach out should he have 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:06/20/2025

  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 am submitting this complaint regarding ****************s Appliance Service Plan due to their failure to provide proper service, their misdiagnosis of an appliance issue, and their refusal to take accountability or issue a refund.I was enrolled in ****************s Appliance Service Plan, which is advertised as a comprehensive protection plan for home appliances. When my washer broke down, a technician sent through this plan diagnosed the issue as a faulty control board and informed me that the repair would not be covered because it was too close to the replacement value.However, after **************** declined to provide a second opinion or send another technician for reevaluationdespite my requestI canceled the plan out of frustration with their unwillingness to help any further.I then independently hired a qualified technician who determined that the actual issue was not the control board, but rather a faulty capacitora significantly less expensive repair that should have been covered by the plan. I am now in the process of completing this repair out of pocket, despite having paid for a protection plan specifically meant to cover such scenarios.****************s technician provided a misdiagnosis, refused to reconsider the case, and essentially left us without support. I believe this constitutes misleading service and poor business practices. Their plan did not offer the promised coverage or support when it mattered, and I am now seeking:1.A full refund of all payments made under the Appliance Service Plan.2.A formal review of the practices and diagnostic standards of the third-party contractors **************** uses.3.Any support your office can offer in resolving this matter.I have attempted to resolve this directly with **************** and gave them a fair opportunity to respond and make things right. If they continue to ignore my request or deny responsibility, I am asking your office to investigate and assist in holding them accountable.

  

  Business Response

  Date: 07/03/2025

  Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June 20, 2025, correspondence regarding the complaint filed by ***** ************.
  
  Oncourse Home Solutions (OHS) has made several attempts to ***** ************ and were unsuccessful to reach Him at the telephone number we have listed on file for his/her account.
  
  Following a recent review of your Appliance Service Plan account, we have assessed the condition of your clothes washer. Based on our evaluation, the unitbeing 33 years oldhas been deemed not cost-effective to repair.
  
  As outlined in the Terms and Conditions of your plan, there is no coverage if An Authorized Service Provider determines that the Covered Product is not repairable or that the cost of such repairs exceeds 75% of the value of the Covered Product, and the Company elects not to repair the Covered Product.
  
  Given the age and condition of the appliance, and in accordance with the above provision, we regret to inform you that the unit does not qualify for repair under the current plan. We (OHS) encourage ***** ************ to contact us with any additional questions or concerns.
  
  Oncourse Home Solutions (OHS) 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: 07/07/2025

   
  Complaint: 23495683
  
  I am rejecting this response because: the unit is not 33 years old. It is 3 years old. You are a bunch of liars, crooks and thieves. May the Lord have mercy on your company with his wrath. You should be ashamed of yourselves. 
  
  ***** ************

  

  Business Response

  Date: 07/16/2025

  Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June 20, 2025, correspondence regarding the complaint filed by ***** ************.
  

  Oncourse Home Solutions (OHS) has made several attempts to ***** ************ and were unsuccessful to reach him at the telephone number we have listed on file for his account. An attempt was made on 6/24, 6/25, 7/2,7/7 and 7/15.
  

  Following a recent review of your Appliance Service Plan account, we have evaluated the condition of your clothes washer. We would appreciate the opportunity to discuss the next steps with you. Please contact us at your earliest convenience so we can provide an appropriate solution.
  

  Oncourse Home Solutions (OHS) 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: 07/17/2025

   
  Complaint: 23495683
  
  I am rejecting this response because:

  Thank you for your response regarding my recent complaint.
  
  
  Please note that my phone settings are configured to automatically reject all incoming calls and direct them to voicemail. I have reviewed my voicemail and have not received any messages from Oncourse Home Solutions regarding this matter.
  
  
  Email is my preferred method of communication. I kindly request that all further correspondence be directed to this email address so that I can ensure timely and complete responses. Email is listed below. 
  
  
  At this time, I must respectfully reject the claim that this matter has been resolved. I have not received any information, updates, or proposed resolutions via my preferred communication method. Until I receive a clear and documented effort to resolve the issue, I do not consider this complaint addressed or closed.
  

  ********************************
  
  Thank you,
  ***** ************

  
  
  

  

  Business Response

  Date: 07/28/2025

  Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June *******, correspondence regarding the complaint filed by ***** ************.
  
  Oncourse Home Solutions (OHS) has made several attempts to ***** ************ via telephone and email and were unsuccessful to reach him at the telephone number we have listed on file for his account. He was contacted via telephone on 06/24, 06/25, 07/02, 07/07,07/15 and 07/25/2025 and has remained unavailable. Thereafter, Mr. ************ provided response to the email sent on 07/25/2025 indicating that he would respond to the specialist assigned on Monday 07/28/2025 but has yet to provide a callback. We (OHS) highly encourage ***** ************ to contact us with any additional questions or concerns and to be provided with further details surrounding resolution.
  
  Oncourse Home Solutions (OHS) 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. 

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23495683
  
  I am rejecting this response because: *** requested to discuss the refund request via email multiple times now and the company is ignoring me. This matter is not resolved. 
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  Date:06/11/2025

  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.

  I never received anything in writing to prove I had a policy from Oncourse Home Solutions. So after spending so much time with just trying to get a confirmation from them that my policy was transferred to Oncourse Home Solutions from ***************** I gave up and called to cancel the policy. Because they have so many numbers listed for them, I kept getting other companies and recordings to press zero and text with an *****. It felt like a scam. I finally reached an ***** who asked me questions for 24 minutes that made no sense. Things like what numbers did I call and what prompts did I press to reach him. He finally said he would cancel the polity and I would get an email confirmation, which I never received. I had to call in again and was told it showed the account as canceled but they cannot send email confirmations. I said I would just file a BBB complaint and then I was told I could speak to a manager. After waiting, the ***** said the manager was busy so she would send an email confirmation when she had time. I was told that I had a final balance of about six dollars that they would cancel. I've spent so much time on this as **************** / Oncourse Home Solutions never created a notification plan that included documentation that you were still covered by the same plan at the same rate. **************** just dumped the plans after they had collected years of monthly payments. Now the new company failed to send anything out showing you were still covered under the same plan at the same rate. After spending so much time on this, I felt like Oncourse Home Solutions just expected the customers from **************** to trust them, with no official documents showing the policies were in place. So the 1st ***** said he would send an email confirmation of the cancelation and the 2nd ***** said they couldn't email. After the difficulty with reaching them, and their lack of following up with documents and emails promised, I want an official reply.

  

  Business Response

  Date: 06/26/2025

  Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June 12, 2025, correspondence regarding the complaint filed by *** ********. 
  
  Upon receipt of the referenced matter, OHS promptly contacted Mr. ******** to address his concerns. During the conversation, Mr. ******** confirmed that he had not received a letter acknowledging the cancellation of his warranty plan. Per his request, the warranty plan was officially cancelled on June 11, 2025.
  

  A confirmation letter stating that the account was cancelled and that no outstanding balance remained was sent to the email address on file on June 17, 2025. We have encouraged Mr. ******** to reach out should he have any further questions or require additional 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: 06/26/2025

   
  Complaint: 23455296
  
  I am rejecting this response because:  This company should be shut down.  Now they are saying they sent a letter to my address with a confirmation of the cancellation and they have not.  The only thing this company is good at is delaying, denying and fabricating excuses.  They never sent me a US mailed letter as they claimed and I doubt they ever will.  What they do not understand is their reputation of operating this way will only take time for consumers to know just how bad this company is.  Retention will be non-existent.  Anyone dealing with them will share their feedback and they will have a very difficult time in gaining any new customers.  You cannot treat consumers the way they do and have any other result.  Their reply again this time shows they believe they can make things up and get away with it.  They cannot...
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 06/30/2025

  Oncourse Home Solutions (OHS) appreciates the opportunity to respond to your June 12, 2025, correspondence regarding the complaint filed by *** ********. 
  
  Upon receipt of the referenced matter, OHS promptly contacted Mr. ******** to address his concerns. During the conversation, Mr. ******** confirmed that he had not received a letter acknowledging the cancellation of his warranty plan. Per his request, the warranty plan was officially cancelled on June 11, 2025.
  

  A confirmation letter stating that the account was cancelled and that no outstanding balance remained was sent to the email address on file ****************** on June 17, 2025. The email was confirmed by Mr. ******** to be correct before sending. I have attached a copy of the sent to Mr. ******** on June 17th. We encourage Mr. ******** to reach out should he have any further questions or require additional 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: 07/01/2025

   
  Complaint: 23455296
  
  I am rejecting this response because: The BBB can close this out, however, the way they handled this is not acceptable to me.  Their "delay and ignore" tactics at every step, their lack of care or even addressing an employee leaving phone numbers that were for other businesses and their unprofessional business ethics will eventually catch up with them.  This company will be one that will fail in my opinion.  No one can run a company like this and retain customers.  Just close the case and let them fail. 
  
  Sincerely,
  
  *** ********