ComplaintsforOncourse Home Solutions

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased home warranty for this property. it includes air condition, furnace and water heater. Thursday 8/22 my water heater stopped running. I called for service request. The customer service worked over the phone with my and told me within 24 hours, someone will call me to schedule an appt to repair the water heater.I waiter until Sat, no one called me back. I called the company again Sat, Sun, Mon, Tuesday: Either they told me my service request was not created by previous agent, or they told me my request is waiting to find contractor. During these periods, I escalated several times. Each time I was told by customer service or the supervisor they were still locating service provide for fixing the issue.It has been 6 days. The home has no hot water, can't take shower for 6th days.I pay for the service, but I didn't get the service

  

  Business response

  09/05/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 28, 2024,correspondence regarding the complaint filed by ***********************.
  
  Upon receiving the above referenced matter (PHS) responded to ************ on 9/4 he stated he called in on  8/22 for service for his water heater but due to a delay in contractor allocation for the repair he hired his own provider. PHS offered to reimburse him for the repair. *** sent the reimbursement documents and asked him to complete the forms and return them to PHS along with the invoice for the repair. PHS will continue to work with ************ regarding his reimbursement. 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.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a service protection plan with this firm for ********************************************************************** to file a claim. The firm, Pivotal sent out initially said the repair would cost in excess of $1300 for an appliance that was over 11 years old. We subsequently went back and forth with that firm (Keep) and Pivotal about the cost of the repair and that it was equivalent to the cost of a new refrigerator. Keep finally sent paperwork into Pivotal that the appliance "due to age was now deemed unrepairable" and needed to be replaced. We were then told on numerous occasions that Pivotal had the supporting paper work but we had to obtain it from Keep in order to process the claim. After more than a dozen calls and three weeks of back and forth with Pivotal and Keep, Pivotal finally sent us the replacement paperwork but we were unable to secure the repair info that they already had on file. One of the representatives at this firm actually called my wife "stupid" for not listening. On August 13, 2024 at 2:52 PM I called Pivotal and spoke to ******. He stated that since we had the claim form allowing for the replacement and that they had the information on file all we had to do was send in the claim. This was emailed two weeks ago. At the last call they are denying the claim. We went without a refrigerator for nearly a month patiently dealing with this back and form. There are more than a dozen call to Keep, Pivotal and the service firm Appliance Intervention trying to secure the $500 replacement funds we are entitled to. We would have had this plan for almost 20 years and each time we have to deal with this firm it is more and more of a hassle. We want our funds and want others to be aware of the issues in dealing with this firm.

  

  Business response

  09/05/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August *******, correspondence regarding the complaint filed by ***************************** on behalf of *************************.
  Upon receiving the above referenced matter (PHS) spoke to ****************** on 08/27 regarding the reimbursement for his refrigerator. PHS advised him The Totalcare Basic warranty plan covers repairs only, it does not cover replacement coverage. PHS offered a 3-month good will credit with no admission of fault. ****************** decided the cancel his warranty on 9/3/2024.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 ***************************** on behalf of ************************* 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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unable to have my appliances repaired as contracted by Pivotal Home Solutions.I have been waiting to have my refrigerator repaired for two days. I live in the ***********, ******** area. I am not able to find anyone work with this company, I am being told by many service providers this company is a Scam!

  

  Business response

  09/05/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August *******, correspondence regarding the complaint filed by ***********************.
  Upon receiving the above referenced matter (PHS) spoke to **************** on 9/4 regarding the repair request for her refrigerator. **************** called in for service on 8/25 but due to a delay in the contractor allocation for the repair, **************** decided to purchase a new refrigerator. *** suggested she complete the reimbursement process to receive reimbursement up to her coverage limits. *************** declined the reimbursement. The warranty was cancelled on 9/3 at the customers request. 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 response

  09/10/2024

   
  Complaint: 22196464
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim with Oncourse, formerly Pivotal Home Solutions on August 19th 2024 for a leaking garbage disposal. Four days later and multiple phone calls I still have not been assigned a service provider and Im being told there are none available in my area. When I originally called for service I was told my account was suspended due to non payment. My payment is on automatic payments and isnt even due until the 28th of the month and it was paid up to that point but they made me pay it early or they wouldnt open up a claim. Ive had this company for many years and this is the first time the service has been this bad.

  

  Business response

  09/03/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August *******, correspondence regarding the complaint filed by ******************.
  Upon receiving the above referenced matter (PHS) spoke to Ms. ***** on 08/26 regarding the service call to repair her garbage disposal. Ms. ***** was assigned a contractor that deemed the garbage disposal irreparable. Ms. ***** requested she find someone on her own to install the new garbage disposal. *** advised her to complete the reimbursement documents and provide proof of payment for the replacement and installation of the new garbage disposal. Ms. ***** understands. PHS will continue to work with Ms. ***** to resolve her complaint.(PHS) issued a 2-month goodwill credit with no admission of fault. 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 response

  09/05/2024

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

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been enrolled in the home warranty program through pivotal home solutions which is now on course since 2017. They have steadily increased their monthly rates and I called in June 2024 to cancel my account. At that time, I was given an option to discount my rate by 50% which I agreed to. When looking at my account in July, I noticed my original amount of $181 charged in addition to my new discounted rate of $90 charged. At that point I called in and spoke to somebody who stated that I would get a prorated refund of $139 at that same moment I had asked that my account be closed and that I not be charged for August yet because I had called in before the due date. The loyalty department representative was very sketchy and was very pushy about not canceling my account, but I insisted that I needed the account closed and I needed to not be charged any further. I was very clear about this. On August 16, I noticed a charge from the company to my bank account for $90 and some change. I called in just this morning was transferred about five times and left on hold for over ******************************************************************************************************************************************************************************************** I proceeded to tell him that that was false because I had my discounted rate back on June 17 of 2024 and that they needed to review that conversation because that was a lie and I needed my money refunded immediately because I was charged fraudulently and in bad faith. They did close my account but refused to refund me my $90. They also refused to escalate my phone call to a supervisor. This is a horrible company that does not listen to the consumer charges them fraudulently and lies on their transcripts. Im asking for an immediate refund

  

  Business response

  08/24/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 16, 2024,correspondence regarding the complaint filed by *************************.
  
  Upon receiving the above reference matter (PHS) spoke to ****************** called in to cancel but, he was offered a discount in the warranty program. He stated when he received the bill the charges were more than what he was promised and what he agreed to. PHS went over the bill with ******************, he was advised when there is a change to the warranty program in the middle of the billing cycle it causes prorated charges. It was explained he was billed for the days during the previous bill cycle prior to the date of change to the new discounted program amount.He was also billed for the new discount charges on that same billing statement.Mr. ******* paid the bill in full, however PHS with no admission of fault issued a refund for his last billing charge. ****************** accepted. 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

  08/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been trying to pay of a leased water heater since June. I have been continuously directed to a call center. I pay monthly through my credit card, via auto pay. I have sold my home and the closing is set for 8/30/24. They now refuse to take the buyout amount over the phone. Today after being on a 3 way call with our real estate agent their solution is to send us an email in 4 days, sign it and send it back. We tried this before and no email was sent so obviously cant trust that. This is going to hold up my closing and am in danger of loosing the buyer. We cannot find a direct phone number for this business anywhere in ********. The call center, that is in another country is miserable to deal with. Every time we call we get a different response. We asked to speak with a manager and were refused. This company should be shut down.

  

  Business response

  08/23/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 7, 2024,correspondence regarding the complaint filed by ***********************.
  
  Upon receiving the above-referenced matter, PHS spoke to ****************** he requested a letter stating the water heater lease buyout was paid in full. PHS sent a letter stating the lease was paid in full on 8/15/2024. We PHS encourage ****************** to call with any questions or concerns he may have.
  
  PHS 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 response

  08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, dealing with your call center was an absolute nightmare. We were hung up on, refused a request to speak to a manager and were spoken to in a disrespectful manner. This only was resolved after getting the BBB involved. **************** was completely non existent. Needless to say we will never do business with you again.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Home Manager Essentials home maintenance service policy with OnCourse Home Solutions, act #******, cont #******. I currently pay $78.99 per month. My policy guarantees that if my home A/C unit is not repairable OnCourse will give me $1500 towards the cost of a new A/C. Approximately 6/2/24 an OnCourse A/C repair man inspected my home A/C and said it was not repairable. Later OnCourse A/C salesman, *****************, also inspected my A/C and agreed that it needed to be replaced. He was to send me a price quote. He reminded me about the $1500 rebate and said it would be reflected in the written quote he promised to send. At the time the outdoor temperature was very high, my A/C was not working, and I needed A/C. My wife is in poor health and the heat was difficult for her. **** said he would send a formal quote immediately. He did not. I called him several times. My service contract does not require that I buy a new unit through OnCourse so on 6/20 I had a new A/C unit installed by another firm. A quote from **** arrived on 6/23. It showed the $1500 rebate I was entitled to. I contacted OnCourse, explained what had happened, and asked for the $1500 payment. OnCourse sent me a claim form to complete. It asked for information I no long have but OnCourse does. On 6/26/24 I wrote the company explaining what had happened and asked for the$1500 owed me. On 7/1/24 I again wrote to the company asking for my reimbursement. I still have not received my money. I did get a call from a "******" from the reimbursement department. She said she had reviewed and approved my claim and said I would get a check in a few weeks. I have not received the $1500 owed me. I have submitted all the documents OnCourse requested with the exception of the original non-repairable report by their service repair person. I don't have it, but OnCourse does in their service report files. The non-repairability was confirmed by the OnCourse salesman, *****************

  

  Business response

  08/15/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 7, 2024, correspondence regarding the complaint filed by *************************.
  
  Upon receiving the above-referenced matter, PHS spoke to ***************** on August 13th and advised him the reimbursement has been approved and sent to Accounts Payable for check processing. We PHS encourage ****************** to call with any questions or concerns she may have.
  
  PHS 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 response

  08/22/2024

   
  Complaint: 22104227
  
  I am rejecting this response because: Pivotal Home Solutions told me on 8/13 that my reimbursement has been approved.  Unfortunately it is over 1 week and I have not received my reimbursement from Pivotal.  

  Thank you for your attention. 
  
  Sincerely,
  
  *************************

  

  Business response

  08/29/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 7, 2024,correspondence regarding the complaint filed by *************************.
  
  Upon receiving the above-referenced matter, PHS spoke to ****************** on August 13th and advised him the reimbursement has been approved and sent to Accounts Payable for check processing. PHS spoke to ****************** on 08/24/2024 he confirmed he received the refund check. We PHS encourage ****************** to call with any questions or concerns he may have.
  
  PHS 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.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 27, 2023I added coverage to my home with American home solutions, currently Oncourse Home Solutions. At ************************************************************************* My account number is ********* On February ********************************************************************* my home. One in the hall, one in my middle bedroom and one in the master bedroom. American homes solutions contracted, Blaze ******** *************** Contact person I spoke with was ******. ****** informed me they emailed the proposal to American homes solutions on April 9, 2024 to the following email; *************************************************** Up on following up with May 6, 2024 they informed they did not receive the proposal. I called ***** ELECTRIC and asked them to email me the proposal, which they did and I emailed it to the same email address as well. Did ****** with ***** ELECTRIC. I followed up with American Home Solutions Repair On May 14, 2024 with no avail. I followed up once again, July 29, 2024 spoke with *****, Who hung up on me. I called back and spoke to a supervisor by the name of Mr. ******** I explained to Mr. ******* the total situation he put me on hold to read my account so that he could better serve me. When he came back online, I explained to Mr. ******* that since its taken over six months to get this repair, I had already received other options for repair and no longer needed the service. I asked Mr. ******* for a refund of every payment that was taken out of my account through my Oklahoma natural gas bill. Mr. ******* and inform me he would get in touch with his billing office and start the process. I called once again for the last time on August 2, 2024 and spoke to a representative who I asked to cancel my account and received a cancellation number confirming closure of ********* My claim was never resolved for this reason I believe American home solution is a scam agency and does not operate in an honest business matter.  

  

  Business response

  08/24/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August ******, correspondence regarding the complaint filed by ***************************.
  
  Upon receiving the above referenced matter (PHS) responded to ******************** concerns regarding her electrical repair on the service call for an electrical repair on 08/12/2024. ****************** stated she emailed the proposal for the electrical repair to PHS. It was verified that she had an incorrect email address for the proposal department. PHS called ************** on 8/5/2024 spoke to a representative. She emailed a copy of the proposal. Based on the proposal received there were items not covered under the warranty plan. PHS does not cover repairs to bring the electrical panel up to code. PHS requested a new proposal breakdown without the repairs that are not covered under the warranty plan. PHS spoke to ****************** on 8/24/2024, It was explained we do not cover repairs to bring the electrical panel up to code. ****************** requested a refund for some of the time on the program. PHS will continue to work with **************** to resolve her complaint. 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 response

  08/27/2024

   
  Complaint: 22093899
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  08/27/2024

   Im still working with ****** with American Home Solutions .

  I have informed her that my electrical box is up to code effective May 4, 2022 during home renovations by the City Of *************, housing rehabilitation program.,

  I have also been in touch with ******** with ***** ELECTRIC to confirm the electrical box is indeed up to code.

  

  Business response

  09/05/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August ******, correspondence regarding the complaint filed by ***************************.
  
  Upon receiving the above referenced matter (PHS) responded to ******************** concerns regarding her electrical repair on 08/12/2024. PHS received a 2nd proposal from the provider, it was determined the repairs were considered upgrades to ******************** electrical system. Per the terms and conditions on page 8 of 17 upgrades are not covered. PHS issued a refund for 6 months with no admission of fault. 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 response

  09/05/2024

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

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to cancel service with these people for over 5 months and they continue billing me. I am put on hold several times and then getting hung up on. I call them back and no answer. The last time I called the woman I could hardly understand again put me on hold several times. I was put on hold for 43 minutes. She came back on the phone and sai man and then I got hung up on again. The acct number with them is *******. 50 gallon chimney vent water tank. I do not want any service with them and what they are charging me for I already have coverage for. I would really appreciate if you can do some for me as I am on a fixed income and just do not need their service anymore. My wifes email address is *************** if you could contact her as I am not computer smart.

  

  Business response

  08/15/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your August 2, 2024, correspondence regarding the complaint filed by ***************.
  
  Upon receiving the above-referenced matter, PHS spoke to ********* on August 15th regarding their final bill. *** advised her the charges on the bill were billed prior to them cancelling the warranty program. PHS issued a good will credit with no admission of fault to zero out the balance on the account. We PHS encourage ********** to call with any questions or concerns she may have.
  
  PHS 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.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid my bill through Doxo and pivotal Home Solutions applied it to another account that was in bankruptcy 5 years ago. I could not get my Hot Water Heater fixed and had to pay to get it fixed and take extra time off of work. I want my ****** dollars back because they did not provide service I paid for.

  

  Business response

  08/07/2024

  Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your July 23, 2024, correspondence regarding the complaint filed by ***********************.
  
  Upon receiving the above-referenced matter, ************ called on 06/21/2024 to report a water leak from her kitchen going to her garage. PHS informed her the account was due to a past due balance a service call could not be created. PHS confirmed there was a payment received was posted to a previous closed account on 06/12/2024. PHS advised ************ a refund for that payment will be issued. PHS cancelled the warranty at the customer request on 08/05/2024. PHS also informed ************ of the balance on the current account. We PHS encourage ************ to call with any questions or concerns she may have.
  
  PHS 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

*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. ↩