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Complaint Details
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Initial Complaint
12/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I live at ****************************************************************************************. The property at ********************************************** has been sold and is vacant. I spoke to the secretary of the President and she assured me that the account would be canceled and I would not receive another bill. Well another bill arrived at ************************ with the payment due date of Due Now. The account number is *******. I would like to receive a cancellation letter from Pivotal Home Solutions as a record. The address ion the bill is *********************************. I have complained about Pivotal Home Solutions before regarding cancellation of this account. Again, the bill should be sent to the new owner of **********************************************. I do not want this to affect my credit. Thank you.
Business response
01/24/2025
Good afternoon,I have attached a response and copy of her final bill for ******** *********.If you have concerns, please contact me. Have a great day!****** ********-Bond | Escalation Specialist
*******************************************************************************************************************************************************************************************************************
Work Phone # **************
****************
********** | **********************************Initial Complaint
12/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
have 2 acct was told the old **** had missing information like what was covered the agent told me he had to create a new acct. the have been receiving monies for both accts ***** a month for the old acct and the new acct ****** for over 1 year. each acct has been paid for over a year. they refuse to reimburse my money, so I have suggested to credit the acct. I don't care which one. it credited. they said i was told i need to cancel the old acct within a month. What I don't understand I have been calling they told me I need to have the utility company to cancel. The utility company said they couldn't because Pivotal is still sending invoices for the old acct.Business response
01/15/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 30, 2025,correspondence regarding the complaint filed by **** *****.
Upon receiving the above referenced matter (PHS) spoke with Ms. ***** regarding the accounts that were created on her behalf. An error occurred when transitioning from utility bill to a direct bill. *** has since rectified the error by cancelling the utility billed account and issuing a refund for overpayment. The process for the refund could take up to 30 days, Ms. ***** understands. 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
12/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Oncourse Home Solutions was promoted by my employer for home warranty coverage. After researching their programs for plumbing coverage and heat/air conditioning maintenance, I signed up for the Preferred Interior Plumbing Protection/Heating and Cooling Maintenance on 11/7/2024. $22.83 was taken on 12/7/2024. On 12/11/2024, I requested plumbing service on Oncourse's website. On 12/20/2024, I resubmitted my service request. Still no word. Today, 12/27/2024, I called to find out what was going on. The first ****** I talked to told me that the website has had ongoing technical issues which was probably why my request didn't go through. After being on hold for over 30 minutes, it sounded like the phone line went dead. I called back again, spoke with a young woman, explaining everything all over again. I was on hold again for over 15 minutes and had to hang up for another call coming in. I called back a third time, explaining the situation AGAIN. The young man I spoke to said that the coverage that I had signed up for didn't cover my service request (garbage disposal not working, running toilet and dripping kitchen sink faucet). Apparently, the interior plumbing coverage covers lines in the house, not actual plumbing issues. He told me that Oncourse does have coverage for what I called about but that coverage wasn't available in my area. I told him to cancel my coverage as they were not covering my area. He tried to get me to stay for half of the cost. I told him if there is no coverage, there is no reason for me to pay any more. I asked for a refund. He forwarded me to the cancellation department. I explained the situation a FOURTH time and things got a little testy - no refund. He asked why I didn't call in. He put me on hold for ***** minutes while he canceled my coverage. I figured out my coverage had been canceled when the phone hung up on me. After reading other complaints, I am concerned that I will be charged again come January 2025.Business response
01/10/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 28, 2024,correspondence regarding the complaint filed by ***** *****.
Upon receiving the above referenced matter (PHS) Ms. ***** is enrolled in the Preferred Interior Plumbing Protection and The Heating and Cooling maintenance program.(PHS) spoke to Ms. ***** she had concerns about what is covered under the plumbing program. (PHS) advised her the program covers leaks and breaks and the removal of clogs from the interior drainage systems. The program does not cover fixtures or her garbage disposal. Ms. ***** cancelled the warranty plan on 12/27/******* a goodwill gesture and not an admission of any liability, a refund will be issued for the 2 months she was enrolled in the program. 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 response
01/21/2025
Complaint: 22737650
I am rejecting this response because:
Until Oncourse refunds my payments as promised, I do not consider this complaint resolved.
***** *****
Sincerely,
***** *****Business response
01/30/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 28, 2024, correspondence regarding the complaint filed by ***** *****.
Upon receiving the above-mentioned matter (PHS) Confirmed a refund has been issued as of 1/22/25 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.Initial Complaint
12/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am trying to cancel non utility charges, when I call the contact number I only get a recording stating that I will receive a text from them, that was 3 days ago.Business response
01/13/2025
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December 27, 2024,correspondence regarding the complaint filed by ******* *******.
Upon receiving the above referenced matter (PHS) made several attempts to contact Ms. ******* regarding her complaint and was unsuccessful. PHS called ************** on 01/08,01/10 and 01/13 a detailed message was left to call. Ms. ******* was enrolled in the Outside Sewer and Outside Water line program, the coverage was cancelled on 12/29/2024 at the customers request. The charge Ms. ******* received was prior to the date of cancellation of the program. (PHS) as a courtesy issued a credit to zero out the balance. Contact us at her earliest. 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
12/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Mother had been paying Pivotal Home Solutions for 7 years. Now that she is Deceased they do not want to fix her Furnace, even though my brother and I have been keeping up with with premiums.Business response
01/24/2025
Good afternoon,I have attached a response for **** ****** ********.If you have concerns, please contact me. Have a great day!****** *********************************************identifyelement="309" style="font-weight: 700;"> Escalation **************************identifyelement="310">************************************************************************************************************************************************************************************************************************************************************************************************************
Work Phone # **************
****************
********** | **********************************Initial Complaint
12/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a problem with my heat for the first time in 30 years of owning this house so I called Oncourse Home Solutions thinking I had everything covered I rent a Conversion Burner ***** and I rent a Generic Water Heater ***** and pay for Basic Heating ***** after waiting 2 days someone finally came and looked at it and took pictures and said they would send this too Oncourse after another 2 days we heard back from them saying we cant fix this you need to much work and Basic Heating will not cover anything because you have a Conversion Burner Why didnt they tell me from the beginning l was paying for Basic Heating for NOTHING The first time I need insurance and I get denied no need to have this insurance if you dont get anything in return big fat ZEROBusiness response
01/15/2025
************************ (***) appreciates the opportunity to respond to your December 23, 2024, correspondence regarding the complaint filed by **** *****.
Upon receiving the above referenced matter PHS made contact with Mrs. ***** on November 22, 2024, and she was advised of her coverage and coverage limits per the terms and conditions of the program. Within the customers selected plan she was advised that replacement coverage is not included, and as the unit needs to be replaced, it is the customers responsibility to replace the unit as an out-of-pocket ******* a courtesy and act of goodwill, the customer was offered 4 months credit to resolve the dispute. The customers coverage was also cancelled as requested.
We (PHS) 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
12/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Here is the news story: *********************************************************************************************************** has paid this company for 20 years and they aren't sending anyone out to fix her furnace and she's 80 with health issues.Business response
12/23/2024
************************ (***) appreciates the opportunity to respond to your December 20, 2024, correspondence regarding the complaint filed by ***** Stray on the behalf of **** ******.
Upon receiving the above referenced matter AWR has provided communication to Ms. ****** and offered to replace her furnace and other appliances due to the delay in contractor *************. Lieter was provided with direct contact information for any further questions or concerns that she may have.
American *************** (***) takes all consumer complaints seriously and we regret that this issue caused ***** Stray 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
12/23/2024
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.
Sincerely,
***** StrayInitial Complaint
12/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This is the 2nd complaint the first one was allegedly resolved. I have been speaking to ****** in complaint department This was the 3rd try to get service on maintenance on my furnace ****** schedule it for December 16th at 1:25 pm on the 16th I received a call stating the appointment was canceled due to the driver all of a sudden loosing his keys tried to reach jasmine on numerous call and no call back. I had a major neck surgery on November 19th and I am ****************************************************** I do not want to speak to ****** again but someone who can really help me. I want to cancel just the maintenance service on the furnace and ac only and reimbursed for the time I have been paying for the service I have not received the other services have been good so far. If you can help me I would truly appreciate it.Business response
01/20/2025
See attachmentInitial Complaint
12/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 9/24/2924, I submitted claim reimbursement forms via email to Pivotal Home Solutions for reimbursement on a ******* microwave that was deemed ir***arable by ***************, a company contracted out for service by Pivotal (a *** told me they have the ***ort from A&G already in the system, and they would use that for proof). I followed up on the following dates re: reimbursement status: 10/3/24, 10/30, 11/5, 12/5 & 12/6. Each time I was informed my reimbursement claim forms were received on 11/30/24, and no further updates are in the system at this time. I was placed on hold each time as ***s informed me they were emailing the reimbursement department for a status and/or expidited reimbursement, and they (the ***s) would call me back w/in 24hrs with an update. To date, I have not received phone calls or emails with an explanation, etc. Thank you in advance for any assistance you are able to provide.Business response
12/20/2024
Pivotal Home Solutions (PHS) appreciates the opportunity to respond to your December *******, correspondence regarding the complaint filed by ****** ******-*********.
Upon receiving the above referenced matter (PHS) spoke to Ms. ********* on December 16th she had concerns regarding her reimbursement. *** advised her the claims department had not received her reimbursement documents. Ms. ********* sent the documents to the escalations department to expedite the process. December 17 the claim was approved and sent to accounts payable for direct deposit. 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 response
12/26/2024
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
12/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Received a bill from Pivotal Home solutions claiming 3rd contact then on to collections, never signed up for their services-11/23. Received another demand notice 12/6. This company scams ******* clients and fraudulently signs them up for services, has happened to several of my neighborsBusiness response
01/09/2025
Please see attached.
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Customer Complaints Summary
452 total complaints in the last 3 years.
194 complaints closed in the last 12 months.
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