Oncourse Home Solutions

Anon U.

What a joke. A few years ago I noticed that this was a large percent on my bill and realize I had been paying for this service for a long time. When I called to cancel it the said it cover everything including my AC so I left it on my bill. Ironically when i called today to finally use it, SURPRISE, it doesn't cover my AC.

Before even trying to help me schedule a call to get the problem diagnosed he was already trying to up-sell me more coverage.. which ironically wouldn't cover the pre-existing condition on my AC.

My advice is if you have this service cancel it and shop around I found way better cover on the internet from reputable companies.

Fiya S.

Update: my daughter and I are currently out of state but I received word from my parents that the technician came out at 8 am to get the old parts and came back by 11 to fix and get the AC up and running. Thank you.

S K.

Shockingly poor service. I bought this plan once my NSTAR service contract was sold to these guys. NSTAR provided amazing service. These guys did not. I called on a Saturday when the heating went out for my covered property. It was March in New England and still very cold. They were unable to get someone to come out for OVER 24 HOURS. I had to get an emergency service to come and do the repair and it cost me over $900. They said they would reimburse me for $400 of that, but apparently the parts weren't covered and they only paid me $195.

What an utter waste of my money. Go with another company. These guys were not only completely incompetent but rude to deal with and unresponsive when I called back to follow up on actions they promised to take.

Daniel B.

I tried calling pivotal home solutions only be to be greeted by a prompt which asked for an extension number. ...No opportunities to ask for an agent were even made available. When I typed in zero for an operator, I was told that there was no one to answer the phone at this time. Clearly their customer service is far from acceptable.

Kyle W.

UPDATE:
After I posted negative reviews on Yelp and Facebook, they called me and said that they would resend the paperwork and that I would get the reimbursement I was entitled to. I filled out their paperwork included the paperwork from their repairman saying that the unit needed to be replaced, I included the service contract from the company that replaced my unit, and I included the make, model and serial number of the new unit. Apparently, that's not enough for Nicor Home Solutions/Pivotal Home Solutions (the fact that they rebrand themselves seems like another red flag that this is a dodgy company). They said I need to submit a ""paid receipt/Merchandise and Service Summary."" It seems to me that if they advertise reimbursement when a unit is beyond repair, they should pay that when their repairman says it is beyond repair. That should be the end of it. I should not need to prove that I paid $3000 for a new unit when their maximum reimbursement is $400. Do they really think that I have found a new central air conditioner for less than $400 installed and I am pocketing the cash? Even if I were, it wouldn't change the fact that they said they would cover repairs up to $400 or pay $400 if it was beyond repair. Despite the stupidity of their requirements, I did supply them with the documentation from the company that replaced my air conditioner. They have the make, model, serial number of the unit, the installers and what I paid. They still refuse to issue the reimbursement.

ORIGINAL REVIEW:

I have Nicor Home Services coverage for my furnace and air conditioner. In August 2015 I had one of their service people out to check my air conditioner. He said due to the age of the unit and cost of repairs, it should be replaced. At that time he said I would be contacted by someone to get an estimate for a new unit. After not being contacted by anyone, I called customer service to find out what vendors I could choose from and how I would get reimbursed. They said that I could choose any contractor for the job and that they would send me a reimbursement form. I received no reimbursement form and with fall approaching, I decided to wait for Spring to replace the unit since it wouldn't be needed for a while anyways. I had a new unit installed and just inquired about getting my reimbursement. Today I was told that since I didn't send in the reimbursement form within 90 days of when they claim to have sent it, Nicor Home Solutions will not be paying the reimbursement promised. Essentially, they took my money saying they would repair or reimburse for replacing my equipment. Their technicians couldn't repair my equipment and now I am being told they are refusing to reimburse me for the new equipment. This seems an awful lot like consumer fraud as far as I am concerned. I was told they would send my information to the claims department and that I should hear from them in a few days. When I asked for the phone number I could call to reach their claims people, I was told their claims people don't talk to customers. The customer service rep who had just finished explaining that he could do nothing to help me then gave me his extension number in case I want to call him and waste more time in the future.
They are completely useless. Don't waste your money.

Jeffrey R.

I want to give minus 5 stars, but I can't. I agree with Michael from Hudson, MA. Same situation this very night. Furnace won't start. Called, but was referred to a repair company and given a wrong number to call. Rep was more concerned about adding my email then dealing with the problem - no heat!!!! First company said they could come in 18 hours. Are you kidding? 24 hour service - not really. Perhaps they should say 24 hour phone call, service takes much much longer. Requested 2nd repair company be assigned - 45 minutes later and still no call. Your website says you (Pivotal) are honored to have this service. Obviously bull. I hope you are up front with your own employees when you try to sell them a home protection policy - if you can be cold for 48 hours then maybe, just maybe, we can get a repairman out. This is a joke. I sent feedback to your customer service page.

Donna R.

I have a problem with how my payments to Nicor Home Solutions and Nicor Gas are handled. Although they are separate entities, payments to Nicor Home Solutions are oftentimes transferred to Nicor Gas. I was not aware of these payment transfers until I inquired about billing inconsistencies. This can be confusing and does not provide the transparency I deserve as a consumer. Since I keep tabs on both accounts, they do not inform me when payments are transferred between entities. Therefore when I receive an invoice, it doesn't reflect actual payments I've made which is confusing. I agreed to the Gas Comfort line for $4.95 per month, a direct bill was requested rather than having the bill through Nicor Gas, but that request was not honored. The monies go back and forth and its very confusing for the consumer to follow. At one point I was told by Nicor Home Solutions that Nicor Gas had taken money from my account, which necessitated an increased bill. I only had one service call since signing up for the service, to check the gas lines because we had work done and wanted to make sure everything was safe and working properly. Bottom line-I have lost confidence in how Nicor Home Solutions handles payments and treats me as a customer. I warn all Nicor Home Solution customers to carefully watch your bills!

Niki C.

Just horrible!!! My thermostat broke after only 4 years after the installation of a new heating and A/C unit. I called for a technician and instead was given 2 service options/insurance for purchase. I was on hold for 30 minutes. I called back and asked for a manager and was put on hold on another 10 minutes and then offered to a customer service Representative instead of a manager.

I was told my parts are under warranty until 2021, but I would have to pay $74, plus parts and labor. Why would I pay for a defective part, that they installed, that should last 30 years, instead of 4? That's terrible!!

They succeed in diverting business elsewhere, installing faulty parts and completely dissatisfying customers with their incompetence!

Not U.

This is probably a scam service. Called to set up a service for a stopped up toilet. They called back and explained that they could get out to look at it in four days. That was unacceptable. They agreed to send someone out the next morning.... Morning turned into about 3pm.

Technician said that toilet was clogged because it has poop in it, and that the toilet needs to be replaced (toilet is less than a year old)... Toilet started flushing, but slow. Was completely clogged again by 10:30 pm. Called another plumber, and all was clear in about an hour. There was a bottle cap in the line.

If the Nicor plumber had rooted the line when they came out, the problem would have been taken care of. Not to mention, I wouldn't have had to shell out for my own plumber. Told Nicor what happened. Supervisor, Milton, choose to blame me for not giving them more chances to get it wrong, ave accepted no responsibility for their missteps. By the way... Seems like a nice guy. But, unwilling to do anything for the inconvenience. His manager, Cezar, is supposed to call back. Will update if he does. But don't really expect much to come if this. Save your money. This is likely a major scam.

Vince M.

Don't give this company a penny of your money. They are stealing from every customer who signs with them. I make a legitimate claim and they say it's not covered for ""faulty workmanship"" on a sewer line when work was never performed. I called the Village and checked the permit history for sewer work and none has ever been performed. These guys are crooks! Double check your Nicor bill to make sure NONE of your money is going to this scam company!!