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

482 total complaints in the last 3 years.
192 complaints closed in the last 12 months.

If you've experienced an issue

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:04/08/2025
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 Im reaching out because its been a week since my proposal for my air conditioner unit to be approved for my replacement parts. The contractor sent over the proposal I keep getting a run around.The contractor also wants to get the replacement parts ordered with summer coming. Nobody from the claims department is responding to approve the replacement part.
Business Response
Date: 04/17/2025
Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your April 9, 2025, correspondence regarding the complaint filed by **** ******.

Upon receiving the referenced matter, PHS spoke with *** ******* who indicated he was awaiting approval of the provider's proposal. *** informed him that the heating repair has a per-incident amount, and any costs exceeding this amount would be out-of-pocket. *** contacted the provider to confirm coverage details.On April 17th, PHS followed up with *** ******* but he was unavailable, so a detailed message was left. We (PHS)encourage *** ****** 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: 04/17/2025

Complaint: 23174980

I am rejecting this response because:

Do I receive a check for the 500$ towards a new system or repair? Instead of buying one then getting reimbursed new units costs in the upwards of $4000 I wont be getting one soon. If I was able to get the 500$ sent to me I can atleast put a down payment possibly on a cheaper brand or even get one from pivotal.
Sincerely,

**** ******
Business Response
Date: 04/25/2025
Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your April 14, 2025, correspondence regarding the complaint filed by **** ******.

Upon receiving the referenced matter, PHS has made several attempts to reach ********* at the number on the account without success. Attempts were made on April 23rd, 24th, and 25th, during which detailed messages were left requesting a return call.
As per the terms and conditions of his coverage, reimbursement will be provided following the purchase of a new air conditioning unit. To proceed, please purchase the new unit and provide proof of payment. Upon receipt of this documentation, PHS will be pleased to reimburse you up to your coverage limit. 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:04/07/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company is sending me collection letters trying to scam me into paying them money I dont owe. I have never heard of much less used this company for any services. I have the mail for proof.
Business Response
Date: 04/17/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your April 8, 2025, correspondence regarding the complaint filed by ********* *****.

Upon receiving the referenced matter, Mr. ***** was enrolled in the Surge Protection program on November 5, 2021, with charges billed to his gas utility account. (PHS) reviewed the enrollment call and found no evidence to suggest the enrollment was invalid. (PHS) has done its due diligence to inform Mr. ***** of his enrollment status. Multiple attempts were made to contact Mr. ***** by phone on April 9, 10, and 11, with detailed messages left each time. As a courtesy and without admitting fault, (PHS) issued a credit to zero out the balance on the account. 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: 04/17/2025

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:04/06/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This all began on February 7th, 2025. We the night before had noticed that our outside sewer clean out was clogged and spilling into our landscaping. I the next morning contacted thru the text phone number to make an claim and appointment to have our clean out rodded out. I pay monthly for outside sewer coverage at a cost of $22.49 a month. That morning thru the chat I was told that I didn't have an adequate clean out and needed to have one installed. This began my problem and a run around of phone calls that weren't returned as well as emails that we were asked to send that were never responded too. I would then find out a few days to a week later when I would contact thru the chat which is the only the way that I was getting some answers. We were told that our account was flagged with "Unable to process with this Component DO NOT SERVICE-No Rodding-Customer Needs Adequate Clean-Out." We were not aware of this at all and then figured out that a company that came out in 2021 from home solutions flagged our account without us knowing. To continue or frustration we then had to get our own plumbing company come out and pay out of pocket which cost us $400.00 out of pocket. We are looking to be reimbursed or refunded for that amount as well as the $1.079.52 I paid for a service for 4 years that I was unable to use. The clean out was deemed adequate by a company home solutions sent to prove it was always there and legal. We are still trying to retain the money we spent and have sent countless emails to a supervisor as well us customer service with no responses. At this time I am unable to get receipts to upload to this as well. But I do have 2 papers that are the receipt from the clean out being deemed legal and valid as well as the receipt that shows the out of pocket expense we paid. We are very frustrated and have had home solutions for over 10 years with no issues. The fact that someone else decided to deem this not legal and we were never notified is ridiculous.
Business Response
Date: 04/17/2025
Pivotal Home Solutions (PHS)appreciates the opportunity to respond to your April 6, 2025, correspondence regarding the complaint filed by **** ***********.

Upon receiving the above referenced matter (PHS) spoke with Ms. *********** she was upset regarding the information provided by ********* about deeming your sewer line. As a result, Ms. *********** had to hire her own provider. (PHS)sent Center Guard to her home and has since addressed the issue and undeemed the sewer line, ensuring that her service is now fully operational. Ms. *********** submitted reimbursement documents for her repair, and it was approved and sent to Accounts Payable for processing. (PHS) as a courtesy issued a credit for 2 months for the inconvenience. We (PHS) encourage Ms. *********** to contact us with any additional questions or concerns.

(PHS) takes all consumer complaints seriously and we regret that this issue caused **** *********** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Customer Answer
Date: 04/17/2025

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:03/31/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 30, 2024, I signed up for the ************************ program. On November 20, 2024, I filed a claim for a leaky and clogged kitchen sink. When Her's and His Plumbing came, they said it was a collapsed pipe and that AWR would only cover the pipe being repaired; they would not cover the hole in the floor and wall to get to the pipe. I was told how much I needed to pay, and I didn't have the funds at the time. On March 5, 2025, I had the funds, so I called AWR, and I was told the claim from November was closed. I said I understood and asked for a new claim. Her's and His Plumbing came again, and I agreed with what I had to pay, so we were waiting on *** to approve the claim. I called on March 8, 2025, to check the status and was told no decision yet. I asked *** if upgrading to the full home warranty would mess with my claim. I was told no, so I upgraded. On March 10, 2025, I called again and was told it was denied for a preexisting problem. I explained that it was not, and once I told them the situation, they told me I had to open a new claim with the notes of our discussion. The same thing happened on March 24, 2025. So now there are four claims made for the same issue. They continue to tell me it's a preexisting problem. If you look under the new program, it would be a preexisting problem, but this is a problem from November 20, 2024. So now, they are still refusing to pay. Now, I have to pay $7,700. instead of $2,400. I do not understand how they can get away with this.
Business Response
Date: 04/14/2025
************************ (AWR) appreciates the opportunity to respond to your March 31st, 2025, correspondence regarding the rejection filed by ****** *******.

Upon receiving the above-referenced matter, *** ******* initially contacted AWR on November 15th, 2024, to report an internal plumbing issue. *** promptly dispatched a licensed contractor to her home to investigate. The contractor successfully cleared the line of any obstruction and confirmed that a repair was necessary. Due to access issues, *** ******* decided to pause the claim and agreed to contact *** to file another claim when she was ready to proceed. The repair was completed on April 11th, 2025. We have since spoken with *** *******, who has confirmed her satisfaction with the repair. We encourage *** ******* to reach out to AWR with any further questions or concerns she may have.

AWR takes all consumer concerns seriously and we regret that this issue caused ****** ******* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me if you have any additional questions. Thank you for your time and consideration.
Customer Answer
Date: 04/15/2025

Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:03/29/2025
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've made several calls and sent everything they ask me to. Trying to get my reimbursement. Every agent had different statements. One said I was approved for it. The work started in November. I'm still dealing with them for my reimbursement.
Business Response
Date: 04/11/2025
************************ (AWR) appreciates the opportunity to respond to your March 29, 2025, correspondence regarding the complaint filed by ***** ***************** appreciate the opportunity to address Ms.***** ******* concerns regarding her Sewer Line Protection Program (SLPP).

On November 22, 2024, Ms. ****** contacted *** to report a sewer line blockage. AWR promptly addressed the sewer line issue.However, an in-home plumbing blockage was identified, and upon review, the issue was not covered due to the condition of the pipe.

Ms. ****** subsequently hired her own contractor,who successfully cleared the blockage. Following this, Ms. ****** filed a complaint requesting reimbursement for her out-of-pocket expenses. *** has approved her reimbursement request, which will be processed upon receipt of the signed waiver from Ms. ***************** are committed to ensuring that this matter is fully resolved and will continue to work with Ms. ****** to finalize the process.

AWR takes all consumer concerns seriously and we regret that this issue caused ***** ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
Customer Answer
Date: 04/21/2025
Complaint: 23132515

I am rejecting this response because: The case hasn't been resolved yet with Oncourse Home Solutions.

Sincerely,

***** Arnold
Business Response
Date: 04/28/2025
American *************** (AWR) appreciates the opportunity to respond to your March 29, 2025, correspondence regarding the rejected complaint filed by ***** ******.

On November 22, 2024, Ms. ****** contacted *** to report a sewer line blockage.AWR promptly addressed the sewer line issue however, an in-home plumbing blockage was identified, and, upon review, the issue was not covered due to the condition of the pipe. Ms. ****** subsequently hired her own contractor, who successfully cleared the blockage. Following this, Ms. ****** filed a complaint requesting reimbursement for her out-of-pocket expenses. AWR as a courtesy and no admission of fault has approved her reimbursement request, which was sent to be processed on April 11, 2025. Ms. ****** has been advised the reimbursement will be received 7 to 14 business days from that date. We encourage Ms. ****** to reach out with any further questions or concerns.
AWR takes all consumer concerns seriously and we regret that this issue caused ***** ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
Customer Answer
Date: 04/28/2025

Complaint: 23132515

I am rejecting this response because:

Sincerely,

***** ******
Initial Complaint
Date:03/24/2025
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.
Complaint manually entered by a Customer Relations Chicago ******************** **** "I have sewer issues. Oncourse sent someone out. **** from T&J Plumbing also came out. Monday morning, I called Oncourse. T&********** told me I have to deal with Oncourse. Oncourse gave me the runaround and said exterior sewer and septic tank restoration was unlimited. They said they weren't going to replace it because of the clay ***** They told me they won't stand behind the warranty, and they're standing behind the decision. I'm on social security and disability. I think I've been done wrong. It's not fair."
Business Response
Date: 03/31/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 24 2025,correspondence regarding the complaint filed by ***** *******.

Upon receiving the referenced matter, PHS engaged in a discussion with Mr. ******* regarding his concerns about the repair of his outside sewer line. *** informed ********** that the initial repair proposal was denied because the sewer line was free flowing. Mr. ******* explained that, although the line is open and flowing, it is moving slowly and causing issues within the home. After reassessing Mr. ********* sewer line situation, *** has decided to authorize the repair. *** will continue to collaborate with Mr. ******* until the repair is successfully completed. 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:03/22/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spoke to a service *** name **** on February 27th or February28th 2025.I requested to discontinue my Plumbing coverage. There was to be an increase in my Electric line coveraage of *****. I was told that my new bill for March would be (*****) I paid the bill. Today I received bill for March (98.96).I phoned and spoke with a *** and was informed that the *** did not follow through with the cancellation per policy/procedure, which makes the plumbing still active on my account. I have not received a letter as yet about this matter. Very frustrating service *** does not follow the policy or procedure for customer accounts in this type of issue. I've been a customer for years and I don't feel a trust from this company. I will not pay a bill for a shortest of ($1.49) with a new bill showing more than what was told to me at the cancellation of coverage plan. My bill for ***** is ***** that is what I was told. I ask PHS CHECK their records about my account on this issue and give me word on solving what the problem with the service center *** not doing her job correctly and causing me this stress. I wish now to close my account, I was offered by the service center person I spoke with today a bundle protection plan that coverage everything but with this (Big error on PHS end) I'm not trusting it be done correctly.
Business Response
Date: 03/26/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 23, 2025, correspondence regarding the complaint filed by ******* ******.

Upon receiving the above referenced matter (PHS) spoke with Ms. ****** regarding her concerns about the price increase. She said she called in February 2025 and requested the plumbing coverage be removed due to the price increase. Ms. ****** called back to inform the agent the coverage was never removed. Ms. ****** advised *** this is the reason for cancelling. PHS as a courtesy issued a credit to zero out the balance on the account. We (PHS)encourage Ms. ****** to contact us with any additional questions or concerns.

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

Customer Answer
Date: 03/28/2025

Complaint: 23101624

I am rejecting this response because when I spoke with the representative I clearly stated i no longer wish to have an account with this company, there is no mention here of the account being CLOSED. I thank PHS for the zero balance but please note there should an indication of this account discontinued.

Sincerely,

******* ******
Business Response
Date: 03/31/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 23, 2025, correspondence regarding the complaint filed by ******* ******.
Upon receiving the above referenced matter (PHS) spoke with Ms. ****** regarding her concerns about the price increase. She said she called in February 2025 and requested the plumbing coverage be removed due to the price increase. Ms. ****** called back to inform the agent the coverage was never removed. Ms. ****** advised *** this is the reason for cancelling. The contract was cancelled at the customers request March 22, 2025. A contract termination letter was mailed on March 24, 2025. PHS as a courtesy issued a credit to zero out the balance on the account. We (PHS) encourage Ms. ****** to contact us with any additional questions or concerns.

(PHS) takes all consumer complaints seriously and we regret that this issue caused ******* ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Customer Answer
Date: 04/09/2025

Complaint: 23101624

I am rejecting this response because:
I rejected this response because the Oncourse Home Solutions has not given me (in writing) account closed and bill zero out. I would like an answer to this issue. Thanks *. ******
Sincerely,

******* ******
Business Response
Date: 04/15/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 23, 2025, correspondence regarding the complaint filed by ******* ******.

Upon receiving the above referenced matter (PHS) spoke with Ms. ****** regarding her concerns about the price increase. She said she called in February 2025 and requested the plumbing coverage be removed due to the price increase. Ms. ****** called back to inform the agent the coverage was never removed. Ms. ****** advised *** this is the reason for cancelling. PHS as a courtesy issued a credit to zero out the balance on the account. We (PHS)encourage Ms. ****** to contact us with any additional questions or concerns.

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

Customer Answer
Date: 04/18/2025

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:03/17/2025
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.
Home Pivotal Solutions is a 3rd party homeowners insurance I had for outside water and sewage lines and leaks for inside pipes. They were being paid through my ****************** account, which was previously Vectren.I would make my gas bill, and then Home Pivotal Solutions would send their bill in, making me fault out on payment. My ****************** account has been locked up for months and no one over there is helping me get this fixed.I sent a final payment to HPS for an amount of ****** back in December and canceled the insurance. They are still charging me, taking money out of my account and penalizing me, even though I've called them multiple times and explained the situation
Business Response
Date: 03/25/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 17 2025, correspondence regarding the complaint filed by ***** *****.

Upon receiving the above referenced matter (PHS) We have made multiple attempts to contact the customer but have not received a response. An attempt was made on 3/18, 3/24 and 3/25 and a detailed message and contact number were left each time. After reviewing Ms. ****** account, it was noted that she called and requested to cancel her warranty on December 27, 2024. The last billing invoice presented was dated December 9, 2024, which is prior to the cancellation date. Additionally, no payments were posted to the account from July to December 2024, when the account was cancelled. We kindly request that ******** contact us at her earliest convenience.

(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:03/17/2025
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.
Hot water heater went out Friday morning called at 9am no one called I called at 430 gave me name of company to fix and said they would call they called Saturday morning said waiting on proposal for new heater without ever looking at it without hot water 4 days now and called company said they are waiting on proposal and someone would call in ten minutes still no call I am 73 and husband just had open heart surgery still without hot water can not understand people when I call paying on this for 20 years seems like a ripoff need fixed ASAP
Business Response
Date: 03/26/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 17, 2025, correspondence regarding the complaint filed by **** ********.

Upon receiving the above referenced matter (PHS) spoke with Ms. ******** regarding her reimbursement for her water heater. *** advised *********** her coverage does not have replacement coverage. She mentioned that she had upgraded to the water heater repair coverage. PHS advised her at the time her water heater was deemed irreparable she had the Water Heater Basic coverage, which does not have replacement coverage. After careful consideration, we have decided to authorize the reimbursement for the water heater repair, contingent upon Ms. ******** completing the reimbursement documents and providing a receipt as proof of purchase for the new water heater. We (PHS) encourage Ms. ******** to contact us with any additional questions or concerns.

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

Customer Answer
Date: 04/09/2025

Complaint: 23075411

I am rejecting this response because:

Upon contacting us they offered to send money of ****** Since we paid ****** for heater and 270 for installation I feel as if they need to pay this. After all THEY never explained anything when we signed up for the plan and took it over from Nipsco. Since we have been paying for something for 20 years.

Sincerely,

**** ********
Business Response
Date: 04/15/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 17, 2025, correspondence regarding the complaint filed by **** *********

Upon receiving the referenced matter, PHS agreed, as a courtesy, to reimburse Ms. ******** for the water heater replacement, despite her ineligibility for replacement coverage. *** offered to reimburse up to the maximum limit under the Water Heater Repair Replacement Coverage. Ms. ******** did not qualify for any replacement coverage under the Water Heater Basic plan she had maintained for years. Recognizing her long-term commitment to this plan, *** agreed to reimburse her up to the maximum replacement amount under the Water Heater Repair program. If the reimbursement amount does not cover the installation costs, this will be an out-of-pocket expense for Ms. ********* PHS attempted to contact Ms. ******** to discuss this matter, but she was unavailable. We (PHS) encourage Ms. ******** to contact us with any additional questions or concerns.

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

Customer Answer
Date: 04/22/2025

Complaint: 23075411

I am rejecting this response because:
have business send check for replacement tried to call no answer

Sincerely,

**** ********
Initial Complaint
Date:03/15/2025
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.
My furnace was inspected in Dec 2024 and found to have dangerous issues. I have a home warranty plan with Nicor Home solutions, aka Pivotal Home Solutions, aka Oncourse Home Solutions. They came out and found the same issues and provided an estimate to replace my furnace. It was higher than another estimate from a trusted provider. I went with the other provided and submitted an out-of-network claim, including my receipt for the new furnace that was installed in January 2025 by ******** Heating. My claim was denied saying that I did not provide a receipt. However I did provide the receipt. I've attached it here, though it's not the original copy (I sent that with my claim papers). I also have followed up with customer service several times and am not getting movement. Account Number: ****** Contract Number: ******* They also somehow signed me up for auto billing even though I didn't knowingly do that. Please help.
Business Response
Date: 03/18/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your March 16, 2025, correspondence regarding the complaint filed by ****** ******.

Upon receiving the above referenced matter (PHS) Spoke to ********* regarding the reimbursement for her furnace replacement. The ***************** received a receipt for a purchase from Bucaros Heating & Air conditioning. The receipt did not indicate what was purchased. (PHS) advised Ms. ****** to provide an invoice for the furnace she purchased. Ms. ****** stated she did not have any receipts other than the one she submitted with the total cost only. *** contacted the provider on the receipt by phone to verify the furnace was purchased. Ms. ******* claim was approved and sent to Accounts Payable on 3/12 for processing. 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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Oncourse Home Solutions is BBB Accredited.