Reviews
This profile includes reviews for Oncourse Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 175 Customer Reviews
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Review fromSusan N
Date: 11/04/2023
1 starI called to terminate a water heater lease that I have been paying for years. I was told that there were two options, pay $150 now over the phone or a second option that she was not able to clarify. She also stated that there was no way to end the lease, that it "never ends". The American Home Solutions rep would not allow me to speak to anyone else for clarification during this call. I was able to connect on the website and cancel auto payments, and instead pay monthly until this is resolved. This was not the first call to attempt to cancel the lease.
Oncourse Home Solutions
Date: 11/06/2023
Hi Susan. I've shared your review and contact information with our account specialist team. Someone will be in touch with you shortly for assistance. Thanks.Oncourse Home Solutions
Date: 11/06/2023
UPDATE: Hi. It's my understanding that a customer service representative was able to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromRonald S
Date: 10/28/2023
1 starMistakes made by OHS on claim I filed for replacement reimbursement. Wrong party sent reimbursement payment. Mistake on your end finally corrected and still waiting on reimbursement to be payed to me. It is almost 7 weeks now since the original claim was received by OHS. When I called customer service they claim It could be another 30 business days (6 weeks) until they pay me the reimbursement I am owed. This is unacceptable.Oncourse Home Solutions
Date: 10/29/2023
Hi ******. I've shared your review and contact information with our account specialist team. Someone will be reaching out to you shortly for assistance. Thank you.Oncourse Home Solutions
Date: 10/31/2023
UPDATE: Hi. It's my understanding that a customer service representative was able to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromMarie O
Date: 10/25/2023
1 starThis is the worst company I have ever dealt with. I had a new furnace installed today and I previously had a service agreement with Pivotal Home Solutions in ********** **. I was calling to cancel the agreement. I had to call five times and each time I got transferred to another person and when I told him I wanted to cancel, they deliberately disconnected me...5 times! They are affiliated with Northern ******************************* NIPSCO in Northern *******. One time they even called me back and the number came up as American Water. They are using a bogus name. I used to work for American Water 6 years ago, so I found it very odd that that company name came up. This is not the first time I've had issues with this company. A few years ago they had a price increase so I called there to inquire about it and when this person answered the phone he said "hello" and it sounded like they were having a party in the background. I wasn't even sure if I had that company. It's unbelievable that they are still in business.I finally used a text message to try and cancel this service. I believe I was successful in canceling. I don't know where this call center is located but I had so much difficulty trying to understand each and every person that I talked to, which is probably about 10 people by the time I got done. I don't understand how this company is still in business. Even after I told them I wanted to cancel my agreement they tried to sell me another plan at half price. This company should not be in business.Review fromNancy K
Date: 10/24/2023
1 starI have been a Pivotal member for over 15 years. I have had prompt service in the past for repairs but recently had a refrigerator breakdown that is covered and have been waiting over two months for payment. I called for service when the problem occurred and was told they had no service providers in my area. I had to find my own repairman and they would reimburse my repair when I sent the required information and bill. I did that, I submitted the required documentation and have been waiting over two months and still no reimbursement for the covered service. I called their customer service two times and was given assurance that they received my bill and I would soon get reimbursed but I still haven't received any repayment. I'm cancelling my plan. So prospective customers, please don't waste your money on this company thinking they will provide good service and be reliable. They are not!Oncourse Home Solutions
Date: 10/25/2023
Hi *****. I've shared your review and contact information with our account specialist team. Someone will be reaching out to you shortly. Thank you.Oncourse Home Solutions
Date: 10/26/2023
UPDATE: Hi. It's my understanding that a customer service representative was able to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromJane D
Date: 10/21/2023
1 starI am 94 years old and have been unable to live in my home since 10/15/2023 due to sewage problems with my bathroom tub, toilet, and kitchen sink. Since this time, Pivotal Home Solutions has been called every day to request a technician to fix my plumbing problems. Pivotal has given me a three different claim numbers: one for the bathroom, one for the kitchen sink and one for the outside sewage! I have faithfully paid monthly payments for years without using Pivotal Home Solutions and now that I need services, they refuse to honor their contract obligations as advertised. Instead, they want me to find a plumber when in fact Pivotal is supposed to hire a plumber. I am 94 years old and unable to live in my home to care for my basic human needs like using the toilet, taking a shower, and washing dishes. Every day when customer services is called, they continue to give me the same run-around promising that a representative will call by 5pm, but as of this date no response has been received. This morning (10/21/2023), Pivotal was called to request to speak with a Supervisor/Manager. Again, a promise that a representative would call but no one has called as of 3:57pm. It is very disappointing that Pivotal is not sensitive to a customer who has been a paying customer for years, not to mention a *********** veteran widower. I am on a fixed income which is why I through it would be cost effective to secure a Pivotal Home Solutions Contract which I have been making monthly payments for several years.Review fromCa N
Date: 10/19/2023
1 star**************** had service with Pivotal they say they cover plumbing; gas etc they don't they only cover the lines to the home! they won't replace a water heater or sink basin. Their customer service is worse than any business in the *** and that is not saying much. I had to open multiple tickets to only find after two years they won't do crap! and the sink basin is not covered. If you are offered this service through your gas company do not buy it - research. As a senior citizen I feel this company are predators. NOT SENIOR FRIENDLY!!Pivotal don't bother to tell me to call your customer service line -I was placed on hold to many times that it is apparent your company just wants to scam people for their money.Oncourse Home Solutions
Date: 10/20/2023
Hi *********. I've shared your review and contact information with our account specialist team. Someone will be reaching out to you shortly for assistance. Thank you.Oncourse Home Solutions
Date: 10/23/2023
UPDATE: Hi. It's my understanding that a customer service representative was able to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromDan Y
Date: 10/17/2023
1 starThey are not honest and they trick people into othe services. Making things up so they could sell a water heater along with Furnaces and a/cOncourse Home Solutions
Date: 10/19/2023
Hi ***. For assistance with any questions or concerns you may have, please give us a call or visit ** online at ********************************************** and click on the "Click to Chat" tab to speak with a customer service representative. Thank you.Review fromCheryllynn W
Date: 09/23/2023
1 starThey are NOT helpful to older people!! My parents lived in their home in ***************** **. Father handled all the bills and was in the early stage of dementia when he signed up for this program. Things had gotten bad and my parents were scammed by two other companies. I decided to move them out of their home and into my home in *********. It took 3 months for the US ************** to forward their mail. We received a notice that the account was suspended with a past due balance of $31.48 for Pivotal Home Solutions. I called, to pay their "past due bill" and found out what this "insurance/service" provided and that my Father enrolled in May 2019. Knowing that my parents had major plumbing work done in 2022, I researched their bank accounts for canceled checks and contacted the plumbers to have the paid bills sent to me (approx. $5,000). I then contacted Pivotal Home Solutions again. I was given multiple reasons why they could not reimburse my parents for work they had done. I feel they solicited my elderly parents who did not have the cognitive ability to agree to this program little less understand what they needed to do to use the benefit of the program. Plus, after the fact when I had bills that should have been covered, they are not going to be reimbursed because my parents didn't call Pivotal Home Solutions first. This company is NOT SENIOR FRIENDLY!!Oncourse Home Solutions
Date: 09/24/2023
Hi **********. For assistance, please give us a call or visit ** online at ********************************************** and click the "Click to Chat" tab to speak with a customer service representative during standard business hours. Thank you.Review fromArnetta B
Date: 09/07/2023
5 starsI have had both the ** and Furnace replaced. This was over the holiday weekend. Technicians shifted their schedule to make sure we had cool air before the holiday which would have pushed us to Tuesday and it was just over 88 degrees! Very courteous and worked fast but efficient. Thank you!Oncourse Home Solutions
Date: 09/08/2023
Thanks for the feedback, *******!Oncourse Home Solutions
Date: 09/08/2023
Thanks for the feedback, *******!Review fromChristine S
Date: 09/05/2023
1 starAt first, it was pretty good and I felt like it was worth the money. I'm not sure if this warranty service went downhill when it became Pivotal or if they haven't recovered from Covid, but they are TERRIBLE to work with! Now, if I call in to request service, I wait on the line forever while the completely untrained "customer service rep" (notice that I put it in quotes because customer service is not what you'll get when you call in) to get someone to help me schedule a repair; and if I'm really lucky, they even have a professional available to do the warranty work that I have been paying for for years. Truth be told though, they often don't have any service professionals available in your area so you're told to go hire someone yourself and pay out of pocket then call in again (wait on hold forever) and then they will send you a form to fill out which you then send in and again, if ********* is on your side, you will get a reimbursement of the money you paid out of pocket since the warranty that you paid for doesn't do you any good. It's not all bad though, I was able to get a plumber to come under the warranty. Unfortunately, he was lazy and spent the time telling me that I didn't need my drains cleared (which is why I called) and about the "hot girl" working at ********** (that took about 10 minutes of the 20 minute visit to my house). Oh, and he mentioned that my stairs were in rough shape and in need of refinishing.....how professional (please note the sarcasm). He was so inappropriate that I felt like I needed a shower after he left; too bad my drain was still clogged. I've given up trying to get the electrician out here that I have called on 4 times under my warranty and will be canceling my warranty (each time I'm told that a manager will call back within 4 hours, I've never received a call back on any of my 4 calls in). Buyer beware, you'd be better off putting your money in a savings account and paying for your own repairs than using this company.Oncourse Home Solutions
Date: 09/06/2023
Hi *********. I've shared your review and contact information with our account specialist team. Someone will be reaching out to you shortly for assistance. Thank you.Oncourse Home Solutions
Date: 09/11/2023
UPDATE: Hi. It's my understanding that a customer service representative attempted to reach out to you. Please let me know if you have any questions or concerns. Thank you.
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