Business Profile

Home Warranty Plans

Oncourse Home Solutions

Complaints

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

Customer Complaints Summary

483 total complaints in the last 3 years.
194 complaints closed in the last 12 months.

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Submit a Complaint

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:06/11/2025
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.
This company has been charging us for a contract for appliance warranty since 2015 and we didnt even live at that residence that have charged us for. They tell us we have to prove we didnt move there until 2018. I have sent them out closing documents to prove and they refund the unauthorized payments under contract from the previous owner. offered explained or no notice was given.
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 Ms. ****** to address her concerns. During the conversation, Ms. ****** explained that she had an active warranty plan associated with her previous address. When she relocated in 2019, she continued to pay for the warranty,unaware that it remained linked to her former residence.
OHS informed Ms. ****** that the warranty charges were billed through her **************** utility account. Since there was no interruption in utility service during her move, the utility provider transferred her accountalong with the same account numberto the new address. Consequently,the warranty billing continued uninterrupted under the same utility account number.
OHS clarified that it is the responsibility of the account holder to notify the warranty provider of any change in address. Customers have the option to either cancel the warranty or update it to reflect their new address. Additionally, *** noted that the warranty charges have consistently appeared in the optional services section of her monthly utility bill for several years.
As a gesture of goodwill and without any admission of fault,OHS offered Ms. ****** a cash refund equivalent to two years of warranty charges. Ms. ****** declined this offer. We have encouraged Ms. ****** to reach out with any further questions or concerns.

(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: 06/26/2025

Complaint: 23455060

I am rejecting this response because: we have asked several times for proof that we signed up for anything ever and they have yet to provide the proof.
Still waiting on invoices or a contract that proves we wanted it. They have yet to show us anything that verifies we wanted it and certainly nothing was ever sent to us that even explained the policies or how the coverage works. The only thing we ever go from them is a contract with the wrong address attached. We didnt even get this until I disputed this charge. If they are saying we got service at previous address the they need to send us proof of that and they havent. **************** told us a contract doesnt carry over and we have to see the policies from who we supposedly signed up for. Neither **************** or Oncourse can provide any proof that we signed up.
Sincerely,

******* ******
Business Response
Date: 07/03/2025
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 Ms. ****** to address her concerns. During the conversation, Ms. ****** explained that she had an active warranty plan associated with her previous address. When she relocated in 2019, she continued to pay for the warranty,unaware that it remained linked to her former residence.
As a gesture of goodwill and without any admission of fault,OHS offered Ms. ****** a cash refund from the time she moved into the new *******. ****** accepted the offer. We have encouraged Ms. ****** to reach out with any further questions or concerns.
(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: 23455060

I am rejecting this response because:
although offered a refund we have yet to receive it. If they in fact do what they promised then I would accept this offer
Sincerely,

******* ******
Initial Complaint
Date:06/10/2025
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.
Oncourse Home Solutions called us to do electrical work on a home in *********. We agreed that payment would be made upon completion. We did 3 days of work on the house. And they never returned an email, call, or text.
Business Response
Date: 06/26/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 10, 2025, correspondence regarding the complaint filed by ***** *******.

Upon receipt of the referenced matter, after further review PHS Provider Operations team could not find a profile for this provider in the Provider network.
(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:06/09/2025
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.
This business bills as a third party through my utility company. They doubled billed me this past month and refuse to accept and/or refund the money. I have gone round and round with multiple people and have got no resolution. i have shown proof time and time again that I was double billed and they just talk in circles. I have reached out to my utility company to block them from billing in the future, but they said they have no control over the situation--all I can do is cancel the service (which I have because I am convinced more than ever that they are scammers) but that doesn't help in getting my money back. I am stuck in a vicious loop between my utility company and Oncourse Home Solutions.
Business Response
Date: 06/16/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 10, 2025, correspondence regarding the complaint filed by ***** *******.

Upon receipt of the referenced matter, PHS contacted ********** to discuss the billing charges on her account. During the conversation,*** reviewed the charges and explained the recent adjustments made. It was clarified that the charges for January and February remained unpaid, resulting in an outstanding balance.
Ms. ******* had recently modified her program after being offered a reduced rate for her warranty coverage. *** informed her that this change led to prorated charges being applied to her account.
As a gesture of goodwill and without any admission of fault,PHS will issue a refund for the most recent charge to help resolve the matter. We have encouraged 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: 06/17/2025

Complaint: 23445017

I am rejecting this response because: The situation was not resolved. I was given yet another excuse as to why I was doubled billed. The first excuse was because they claim to have never received payment from my utility company which I confirmed with ****************** that was in fact not true--all payments that I have made to CenterPoint were in turn paid to Oncourse. In addition, my phone call yesterday produced another excuse saying that when I called to complain about the increase in price, they knocked me down to ***** a month but I would have to pay ***** for the old plan and ***** for the new plan ---so they billed me twice in one month for the same plan (at which time I was not informed of and ****** told me yesterday that I should have read the fine print). I will not be satisfied until I get my double payment back from Oncourse, and I also want assurance that I will not be billed any future ******** as I have canceled the policy as of 05.29.25.

Sincerely,

***** *******
Business Response
Date: 06/18/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 10, 2025, correspondence regarding the complaint filed by ***** *******.

Upon receipt of the referenced matter, PHS contacted Ms. ******* to discuss the billing charges on her account. During the conversation, *** reviewed the charges and explained the recent adjustments made. It was clarified that the charges for January and February remained unpaid, resulting in an outstanding balance.
Ms. ******* had recently modified her program after being offered a reduced rate for her warranty coverage. *** informed her that this change led to prorated charges being applied to her account. The charges were valid on the account.
As a gesture of goodwill and without any admission of fault,PHS will issue a refund for the most recent charge to help resolve the matter and nothing more. We have encouraged 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: 06/20/2025

Complaint: 23445017

I am rejecting this response because: ************ just talks in circles--I have proof that all payments were made (including January and February of 2025) and I have verified with my utility company that the payments I have made through CenterPoint were then forwarded to OnCourse. So, if they are trying to bill me for a so-called missed payment in early 2025, why would the charge be ***** if my plan at that time (Jan/Feb) was 28.99? Each time you talk with a representative, you get a different answer. ****** told me when I got a reduced rate back in March that I was charged twice (once for the old plan and once for the new plan)--that was not conveyed to me over the phone when the agreement was made (if I had known that, I would have canceled right then and there rather than wait until I was double billed in May). ****** proceeded to tell me "I should have read the fine print"---there is no fine print to read when the change in plan was made over the phone. I want my money back, and I want to know that there will be no further ******** that show up on my utility bill--until then, I cannot accept the response from OnCourse.

Sincerely,

***** *******
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In December of 2024 I called oncourse for the service to check my furnace which I pay for, about 4 weeks later they informed me they could not find anyone to do this job and I should find someone, I asked how much I was allowed to spend and was told they did know, after several calls I still could not find out, I had it done and they refused to refund me,I was told after several calls I would receive a credit for $150 which I never got. Then 3 weeks ago I got a notice that I owed $34 which I called to pay, when I looked to see if it was taken from my checking account the amount was $199.90.i called and the said that was what I owed so I told them I wanted to cancel my plan and was they would only charge me $55.62 a month which was halve of my original bill and I said fine but I wanted a bill sent to me so I could check it out. I.never received a bill and then they took out a little under $400 from my checking account.once again I called and was told they do not send out bills and could not cancel the auto pay.Friday I called and ask what my balance was and was told it is $103. I feel like I am being scammed because every time I call I get a different answer and never talk to a person in charge My acct number is *******
Business Response
Date: 06/16/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 10, 2025, correspondence regarding the complaint filed by ****** *******.

Upon receiving the referenced matter, PHS contacted ********** to discuss his concerns regarding the completion of his furnaces annual maintenance. Mr. ******* informed us that the maintenance had been performed by a friend.
PHS advised Mr. ******* that, to be eligible for reimbursement, the maintenance must be completed by a licensed contractor. To help resolve the issue and as a gesture of goodwill, PHS offered an additional two-month credit, in addition to the credits already provided by the *************** We have encouraged Mr. ******* to reach out with any 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: 06/17/2025

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.

Sincerely,

****** *******
Initial Complaint
Date:06/05/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of theirs for many years. I had a furnace and an air conditioner installed in December 2024, which was then informed Oncourse would return to finish the ** installation when the weather was warmer. They came in April 2025 and again said they needed to return to complete a third part. It has been nearly impossible to get a response to complete the installation. I have been on hold for hours, each phone call lasting a minimum of 30 minutes. I have taken off work twice for the four hour window they give, and twice this week they have messed up my appointment and not even shown. I tried to cancel my monthly service payments and it took 45 minutes for them to hear me. They promised cancellation email, yet I have not received it. They have not provided written receipts except for the one where I bought the two units.
Business Response
Date: 06/18/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 7, 2025, correspondence regarding the complaint filed by ******* ******.

Upon receiving the referenced matter, PHS contacted ********* to discuss the issue concerning her air conditioner installation. During the conversation, Ms. ****** informed us that she had already arranged for the air conditioner startup to be completed by another party.
PHS offered to reimburse her for any associated costs;however, Ms. ****** confirmed that there was no charge for the service. We encouraged her 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: 06/20/2025

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:06/04/2025
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.
We are enrolled in the ***************** Plan through Oncourse Home Solutions, billed directly via our ******************** bill at our residence: ************************************. This plan is intended to cover appliance repairs.We filed a claim (Case #*******) on May 22, 2024, for our refrigerator, which was making loud noises and had a broken handle on the lower chamber. A Lansing-based repair technician visited shortly after and indicated that parts needed to be ordered. Since that visit, we have followed up numerous times with both the technician and the Oncourse call center over the course of an entire year.Each time, we are told the parts are on order and to continue waiting. To date, no repair has been completed, and no alternative solution has been offered.Over the past several months, the issue has worsened: the ice maker has completely stopped working, and weve experienced multiple instances of food spoilage due to inconsistent cooling. Weve been forced to rely on a small backup refrigerator in our basement.This delayover one yearis unacceptable. We have continued to pay monthly fees under the plan with the reasonable expectation of timely service, and that expectation has not been met.On May 7, 2025, we received a call offering a $650 settlement only if we agreed to upgrade to a higher-tier plan, which would raise our fees from $46 to $65/month. This feels like a forced upsell rather than a legitimate resolution. Our refrigerator originally cost $2,000 and currently retails for approximately $3,000. The offer does not reflect the value of the appliance or the extended hardship weve endured.We are seeking one of the following: immediate repair, a comparable replacement, or a full refund with compensationwithout being required to pay more.
Business Response
Date: 06/18/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 5, 2025, correspondence regarding the complaint filed by ******* ********.

Upon receipt of the referenced matter, PHS promptly contacted Mr. ******** regarding the status of his refrigerator repair. After consulting with the service provider, it was determined that the necessary parts to complete the repair are no longer available. As a result, *** has deemed the unit irreparable.
Regrettably, Mr. ******** does not qualify for a cash allowance toward the purchase of a replacement unit.
(PHS) takes all consumer complaints seriously and we regret that this issue caused ******* Shinjmar 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:06/03/2025
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.
The company has bought the rights to offer home appliances protection aka appliance repair service plan through consumers energy. I had purchased a plan prior to the sale of said business for my hot water tank and my furnace for $26.99 a month. I have paid my bill timely for at least a decade. Last month I received my bill from consumers which listed the amount due as $64.98. I called oncourse home solutions on May 5, 2025 to dispute the overcharge. I was told that essential care gold was added. I never added anything. It covered the exact 2 appliances that I was already paying for. They agreed that it was repetitive and could not tell me why it was added. I was told that they were taking off the gold charge, with a credit of $37.99 to correct the double billing and would note it in my account and when I asked for confirmation, I was told that they would email me. I called back the next day 5-6-25 because I wanted to make sure. They said it wasnt corrected. On 5-13-25 I called them back and was told that they showed a credit of $26.99, which is less than the overcharge of $37.99. They would not allow me to talk to a manager as I requested. They said I was billed twice for $26.99, but that is not true. I was billed $37.99 for something I didnt authorize. No explanation given as to the discrepancy given. They said a credit was given for *****. I asked why that amount and no explanation. I was on the phone for this call 1 hour and 47 minutes. I was then told I was credited $64.50 and I asked how were they getting that amount and they said its what I requested. I advised no I didnt. I asked about the credit for $36.99 and they said they didnt see anything for that. I asked numerous times for a manager and was refused. I advised my bill was on automatic payment -they said that they cant credit anything until the next month and said it takes a complete billing cycle to correct and that they cant do anything about it. Ongoing issues
Business Response
Date: 06/12/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 3, 2025, correspondence regarding the complaint filed by **** *******.

Upon receipt of the referenced matter, PHS spoke to Ms. ******* regarding charges. (PHS) went over the charges and the changes made to the account. (PHS) has taken action to address **** Ferrises concerns. *** has cancelled both contracts and issued a refund credit to Ms. ******* to bring the balance of her cancelled account to zero. We have encouraged 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:06/03/2025
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 had called in November to cancel my service contract before leaving for ******* for the winter. When returning to **. I received a letter stating that I owed $347.88 immediately or the account would be sent to a collection agency. I called on the 26th of April to cancel my contract again and said it was canceled. Today I received a bill for $202.00. After speaking to another person I was told that amount is what is do and would be charged until it was paid. I would like a response to this email as to the person I spoke with did not think they could send me a letter confirming that the contract was cancelled.
Business Response
Date: 06/09/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your June 3, 2025, correspondence regarding the complaint filed by **** ******.

Upon receipt of the referenced matter, PHS contacted Mr. ****** on June 3 regarding his request to cancel the warranty plan he originally called in November 2024. During this communication, *** informed Mr. ****** that there was no record of a prior cancellation request until April 28, 2025. Accordingly, the contract was cancelled on that date at his request. As a courtesy, and without admission of fault, *** issued a credit to fully resolve the outstanding balance. We have encouraged Mr. ****** 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: 06/10/2025

Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:05/28/2025
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.
We called to cancel out policies with this company. We followed up our cancellations with an email after receiving multiple additional bills. The company continues to bill despite all attempts to stop this. Credit cards were cancelled, but there are balances for insurance that we do not have. This company refuses to provide documents showing what policies are active. They admit to us calling to cancel, but state that the phone disconnected during cancellation which of course is not true. below is the sum of the charges on my ******** express currently being charged. This is the most current dispute. Please note they refuse to provide clear billing, because they double and triple bill. We cancelled , by their own admittance but state the phone is getting disconnected after cancelling on two phone calls. This is beyond unfair.
Business Response
Date: 06/12/2025
************************ (***) appreciates the opportunity to respond to your May 30, 2025, correspondence regarding the complaint filed by ****** *****.

Upon receiving the above reference matter (AWR) contacted ****** ***** and explained that we will make the necessary adjustments to correct his account, and the customer has agreed. We (AWR) 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.
Customer Answer
Date: 06/17/2025

Complaint: 23389231

I am rejecting this response because:
I RECIEVED A CALL FROM THE COMPANY AND A RETURN NUMBER WAS PROVIDED. I CALLED THIS NUMBER AND LEFT MESSAGES WITHOUT A RESPONSE. THE COMPANY CONTINUES TO BILL ME MONTHLY DESPITE THEM SAYING THEY WOULD CANCEL THE POLICIES. I SENT EMAILS, I CALLED AND STILL I AM GETTING BILLED.
THEY ARE BILLING ME MONTHLY AT ************************************************************** AND **************************************** DIRECTLY ON MY WATER BILL.
I WANT THIS TO STOP AND A REFUND FOR THESE MONTHLY BILLS.
IN ADDITION THEY ARE ALSO BILLING MY CREDIT CARD MOST RECENTLY ON 5/14.

Sincerely,

****** *****
Business Response
Date: 06/26/2025
************************ (***) appreciates the opportunity to respond to your May 30, 2025 correspondence regarding the complaint filed by ****** *****.

Upon receiving the above reference matter AWR reached out to ****** ***** and informed him that his warranty product has been canceled. The reimbursement for account ******* was processed by ************************ and was received on his MasterCard on April 27, 2025. We (AWR) encourage ****** ***** to contact us with any additional questions or concerns.

************************ (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: 07/14/2025
Complaint: 23389231

I am rejecting this response because: As you can see, they informed me that the policies were cancelled in their response to you, despite this they continue to attempt to bill me as recently as 7/13/2025. Takona called and said I would receive a refund and referred me to *** to handle this situation. I have called *** multiple times as recently as today and have not received any responses. I was told in an email that you will see attached that she was sorry and would get back to me, but still no response. It has been I am currently disputing a charge in the amount of ****** that I have written to *** about on several occasions. On July 9th via email *** promised a return call but still nothing. I have attached some of the emails. Highlights. No response to multiple attempts at contact for resolution Cancellations not performed as promised. Inability to provide information on billing. Property being billed for and time period. VERY FRUSTRATING.

Sincerely,

****** Fiore
Business Response
Date: 07/25/2025
************************ (***)appreciates the opportunity to respond to your May 30, 2025,correspondence regarding the complaint filed by ****** *****.

Upon receipt of the referenced matter,AWR contacted Mr. ****** ***** to inform him that the warranty product associated with account number ************ in his ******************** complaintwas successfully refunded to his MasterCard on April 27, 2025. Additionally, all remaining charges on account ******* have been cleared.
We acknowledge that Mr. ***** has raised additional concerns, which we are actively working to address. However,we note that these matters are separate from the specific complaint referenced above.

We (AWR) encourage ****** ***** to contact us with any additional questions or concerns.

American *************** (***) 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:05/28/2025
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.
Hello i purchase this insurance for if some thing goes wrong in my home .They suppose to fix my repairs for my home. So i call because i had a water in the front of my home .So i call to make sure they fix this services .When i call the man came out and look at the leak and state it we do not cover this call the city .So i call the city and they told me i was suppose to fix it so that when i purchase this services because i was told they fix repair line for your home they told me that they services .So why when i call he said they do not .On top of that i had a gas leak from my water tank .So i call them for that services and they told me that the water tank was something need to be turn back on the tank . I had to called the gas company back out again because i smell gas and the gas company told me it was my tank again .So the reason i calling is the same problems is still going on and they want me to pay again which i do not mind but i gonna get the same action .Which cause my home now to smell mold in the basement and around my window under my cabinets from them not repairing this .I need help please i do not know what to do for this .Thank you .
Business Response
Date: 06/13/2025
************************ (***) appreciates the opportunity to respond to your May 28, 2025, correspondence regarding the complaint filed by ******* *******.

Upon receiving and reviewing the above referenced matter AWR confirmed that Ms. ******* no longer has coverage with *** as all program coverage was cancelled in 2024. It was also confirmed that upon Mrs. ******** request a service call was created for her outside water line on 01/08/2024 and a technician was dispatched to diagnose the issue.Upon that service call the technician performed leak detection services in attempt to locate the leak but none could be found. The service call was then completed and AWR received no further communication from Ms. ******* regarding the leak during her enrollment. On 06/04/2024 Ms. ******* called AWR to express that she needed repair to her water heater and a provider was assigned and sent regarding the service request. At the time of the call, it was determined that a nut on the customers burner tube needed to be tightened, and the work was completed. Ms. ******* was advised of all findings during the time of her enrollment and services were provided per the terms and conditions of the program. As no further information could be provided to substantiate that additional services should have been rendered upon the service calls or that any outstanding issues remained, it is determined that *** provided the necessary services at the time of her request.

We (AWR) encourage ******* ******* to contact us with any additional questions or concerns.

American *************** (***) 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: 06/17/2025

Complaint: 23388683

I am rejecting this response because:

Sincerely,

******* *******

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Oncourse Home Solutions is BBB Accredited.