Complaints

This profile includes complaints for Cinch Home Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cinch Home Services, Inc.

  4700 Exchange Ct STE 3 Boca Raton, FL 33431-4450

  
• 

  Cinch Home Services, Inc.

  1625 NW 136th Ave Bldg E # 200 Sunrise, FL 33323-2842

  
• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

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:06/25/2025

  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 enrolled into the Cinch Home Warranty Program on 07/18/2023. I pay $42.99/mo for my full home warranty plan which is auto debited from my account every month. The total is $1,031.76 to date and this is the first time I have ever filed a claim. On 06/13/2024 I requested service on my home AC unit. I paid the $120 deductible and was told someone would be out to look at the unit within 24hrs. Service Request #SCCT6483CD23. I was assigned to **********. On 06/16/2024, a technician came out, looked over the unit and said the only problem was the unit needed to be cleaned. He said this was not covered under the warranty but offered to do it for $500. I knew I could get a better price, so I hired my own company to come clean the unit. On 06/20/2024, I called L&S Air to come look at the unit again because it still was not working properly after the cleaning. They told me I needed to reopen my service request with Cinch. I went online and did so, receiving text confirmation from Cinch saying L&S would, again, be my provider and to expect a call within 24 hours. I heard nothing so I called L&S on 06/21/2024 to inquire about service. I was told by L&S they were "refusing to schedule my follow up since Cinch had not paid them for the first visit". I called Cinch and was told I had to wait until Monday when the ******************** of Cinch was open to get this resolved. On Monday, instead, I got a text that my new servicer would be ************************************* Last night, 06/24/25, a technician came, looked only at the unit outside and determined the problem was a broken relay. He replaced the part, fan outside started running, and he left. This morning, I noticed my inside unit is not turning on. This issue has been ongoing for 2 weeks now. I live in *********** and heavily depend on my AC. I have pets and a son with special needs who is at home and cannot be left alone in this heat. I need this resolved, I really just want my AC unit fixed.

  

  Business Response

  Date: 07/08/2025

  We have received Ms. ****** complaint regarding the service job for her air conditioning system. We understand from speaking with her on July 8th that this process has been very frustrating, and we sincerely regret this is been her experience. We have been in communication with the service provider and confirmed they do have the part. Ms. ***** also advised us that the technician is slated to come on the evening of July 8th to complete the repair.
  
  We are committed to following up to make sure the repair takes place, and Ms. ***** retains our direct contact information should she need to follow up directly.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 07/08/2025

   
  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:06/20/2025

  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.

  My ***** Cinch Home Warranty My Kenmore Elite refrigerator broke down November 2024. For 7 months they have sent out technicians, order parts, come back out and install the parts, technician leaves before confirming unit is up and running (because they say it takes 24 hours to tell), and still unit does not cool or freeze. They've replaced the compressor twice, condenser, mother board and many other parts in 7 visits. I have not had a working refrigerator for 7 months. A replacement refrigerator is needed ASAP

  

  Business Response

  Date: 07/04/2025

  We are in receipt of Ms.******* ********* regarding the ongoing issues with her Kenmore refrigerator and sincerely regret the extended inconvenience she has experienced.
  
  Upon review of the service history, we confirm that multiple service visits were conducted and several key components, including the compressor, condenser, motherboard, and other internal parts, were replaced in attempts to resolve the cooling issue. Despite these efforts, the unit continued to experience performance issues.
  
  On June 25, 2025, a technician returned and completed a sealed system repair, which was intended to restore full functionality to the appliance. However, Ms. ****** provided confirmation that these repairs did not fix the issue. In this instance, we have finalized the claim for a replacement, and we are currently pending her final replacement decision.
  
  We remain committed to resolving this matter and appreciate Ms. ******* patience throughout this process.
  
  Respectfully,
  
  ******, Customer Relations
  

  Customer Answer

  Date: 07/08/2025

   
  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,
  
  ****** ******

  Customer Answer

  Date: 07/09/2025

  I really appreciate your involvement making this replacement refrigerator happen! God bless you all.

• Initial Complaint

  Date:06/19/2025

  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 have a home warranty with ***** Home Warranty and pay them on a monthly basis of *****. I had the plan for several years now. I filed a claim on June 16th to have my bathroom faucet replaced due to the cold handle breaking off. A technician was sent out, after I paid the required ****** for the claim to be processed. Once the technician arrived on June 19th from Rockland plumbing he informed me that the handle was broken and asked, if I had the handle. I informed him I could look around, but it may have been thrown out. The technician took a picture and informed me he would contact ***** and see if they would approve the replacement. I received a call several minutes later informing me the claim was not approved and that my faucet will not be replaced and my ****** dollar claim fee will not be returned.I really fill this is an injustice for the consumer and poor business practice. The technician clearly saw the handle was broken off. I would like this matter looked into and have my faucet replaced under my home warranty agreement.

  

  Business Response

  Date: 07/03/2025

  We have received Mr. ******* complaint regarding the service job for his faucet, and specifically the denial of his claim. We would like to clarify that because the handle was missing on the faucet, coverage was declined because we do not address missing parts or components of covered items. Upon receipt of his complaint, we did a thorough review and have made the determination that we will extend coverage for his faucet handle as a customer ********************** gesture. Currently we are awaiting additional information from the service provider to move forward. On July 3rd we left Mr. ****** a voicemail message and sent an email communication to provide this update.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 07/07/2025

   
  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:06/13/2025

  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.

  Home Service Claim opened with Cinch Home Services December 2024 as my heat stopped working. ********* was assigned by Cinch to do the repair. Parts has to be orders - received word from Cinch that parts were received by ********* 1/2/2025 and I needed to contact ********* to schedule the repair. Scheduled for 1/4 - but he did not show. I contacted weekly to reschedule, but each week he was a no show. On 1/28/2025 - he said Cinch sent the wrong part. I contacted Cinch - they again told me to contact *********. Again I contacted him weekly until he just stopped responding. On 3/14/2025, contacted Cinch. Cinch tried to contact ********* while I was on the phone with them, he did not respond to them. Later that day I got a call back form Cinch - Hero Tech would come on 3/22/2025 - another no show. Cinch then told me he would be there on 3/24/2025. Yet another no show. Finally Cinch told me I could hire my own repairman. I hired Affordable Artic Air. He found both the heat and air had to be fixed on my HVAC and he recommended replacement. He provided a Repair quote and a replacement quote. I submitted to Cinch. On 4/14/2025, I received an email from Cinch saying they would cover $2547.39 for labor, service call, parts, noting that $2551.60 would not be covered. I then scheduled Affordable Artic Air to fix the heat - knowing cost would be within limit set by Cinch. Affordable Artic Air completed the job for $1409.00. I paid this amount and submitted the paid invoice to Cinch. On 5/21/2025, I received an email from Cinch saying that would only pay $466.30. I talked to ****** ****** at Cinch who said Cinch would not pay retail for the part. Herein lies the rub, Cinch would not send me the part and ********* never showed - so I had no choice but to pay retail for the part. Cinch failed to fulfill their obligation to fix the heat. Given the prolonged delays and broken promises, Cinch should reimburse the $1,409.00 which is under the amount they said they would pay .

  

  Business Response

  Date: 06/27/2025

  We have received Ms. Emmons
  complaint regarding the additional reimbursement she is seeking for having the
  inducer motor replaced on her HVAC system. We would first like to express our
  sincere regret that her claim took so long to be resolved. It is not our
  intention to cause our customers frustration and prolong their service
  requests. Although the amount provided to Ms. Emmons for the work that was done
  is on par with the average retail cost of that type of repair, we have taken
  into account the length of time and the circumstances surrounding her service
  job and she will be provided additional compensation to pay her what she is
  requesting.
  
  On June 27th we
  spoke to her directly and made her aware she should expect to receive her
  supplemental check in 7 to10 business days. She also has our direct phone
  number for follow-up if necessary.
  
  We appreciate the opportunity
  to address her complaint.
  
  Respectfully,
  Dena, Customer Relations 

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23466827, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lynn Emmons

• Initial Complaint

  Date:06/13/2025

  Type:Customer Service 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.

  Service technicians do not show up to fix refrigerator, 4 times in a row. Cinch does not abide by their contract agreement by not providing service or mitigating any issues with not showing up a return service appointment for a refrigerator that they did not repair on the first visit.

  

  Business Response

  Date: 06/27/2025

  We have received Mr. Kyle’s
  complaint. We sincerely apologize for the inconvenience and frustration caused
  by the missed service appointments and the delay in resolving the issue with
  his refrigerator. We strive to ensure timely and reliable service for all our
  customers, and we regret that his experience did not meet these expectations.
  We understand the importance of having a functioning refrigerator and how
  disruptive this has been. Please know we do not find it acceptable for
  customers to have multiple rescheduled appointments, especially for something
  as integral as a refrigerator.
  
  His service job has since
  been reassigned, and there is an appointment scheduled for a follow-up
  diagnosis for June 28th. We will be closely monitoring the outcome of
  this visit to determine the next steps forward.
  
  We remain committed to
  resolving this issue promptly and will follow up with Mr. Kyle after the
  technician's visit. If he has questions or requires further assistance in the
  meantime, he retains our direct contact information.
  
  As a one-time customer
  service gesture, we also refunded the deductible that he paid as a show of
  goodwill.
  
  We appreciate the opportunity
  to address his complaint.
  
  Respectfully,
  Dena, Customer Relations 

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23466171, and find that this resolution is satisfactory to me.

  I want to point out that I received communication regarding this issue because I opened this complaint. I would still be struggling with unkept promises and appointments and a refrigerator that did not work. This situation dragged on since May 2025 and was finally resolved on July 2nd when I had a new refrigerator delivered from Home Depot. Cinch sent me a check today that covered most of the expense but I still had to pay $500 out of my pocket.

  Cinch and Sears home warranty make it impossible to talk to a person on any of their phone numbers, to me, that is deceptive business practices. 
  When you call any of the phone numbers associated with them there is no option to speak to a person. They just send you a useless text message that has a link that shows your service appointment. There are no options to say that the service technician never showed up. Over the course of 2 months service technicians did not show up 5 times in a row. No notice, no explanation, no accountability.
  1-800-469-4663, 1-501-255-1057, 1-855-256-2467, 1-844-324-5688. NONE of the phone numbers have an option to speak to a representative. The way I was finally able to talk to a person was I had to go to a third party web site that explained that you had to call then select no options for 5 minutes before the menu listing changed and then you could get to a person. To me that is hiding behind your menu system and do not care to talk to your customers. The entire ordeal was horrible, frustrating, filled with empty promises and Cinch and Sears not keeping to their contract. They will take your monthly payment but provide no clear way of getting issues resolved.

  I cannot in good conscience say that I would ever trust these companies again. With no way to reach a person, hiding behind menu options that do not provide a customer service representative is deceptive. Obviously they do not call their own phone numbers, I was told repeatedly " I had no idea" you had no option to speak to a person. the "AI" is supposed to let you speak to a person if it cannot resolve your issue.  There is NO option to report an issue, or a complaint or anything. Just here is your appointment time or yes your parts were ordered here is another useless text message..goodbye. Sears has fallen from the great service company it used to be to what it is now. Not caring about customers, providing no way to redress issues, hiding behind phone menus that provide no way to reach a person. The only good I can report from all this was Dena did get me a check on the day she promised. This has been the worst service experience of my life and I am in my 60's. I would recommend keeping away from these companies for home warranty service. Today I canceled my home warranty contract with them as they are unreliable and will do nothing to change the way they do business or address their phone system to allow contact with a representative.
  
  
  
  Sincerely,
  
  
  
  Michael Kyle

• Initial Complaint

  Date:06/12/2025

  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 April 28 I submit a claim to cinh home services come to look mi refrigerator that was not working they send a person to look at it he made a diagnosis and told me be 2 weeks to get the parts to fix it and now is June 12 and they have done noting to fix it .I been using a ice cooler to keep milk and food for mi 3 year old son so I need this problem resolved and i paid cinh every month $53.00 and i paid $120.00 deduct for the service and i been calling every day now but no response tank you

  

  Business Response

  Date: 06/26/2025

  We are in receipt of Mr.
  Martinez’s complaint and sincerely regret the delays he has encountered
  throughout the claims process.
  
  The technician determined
  that the evaporator cover would be required to complete the repair. This item
  was available at the time the order was placed; however, shortly thereafter,
  the part status changed, and it became unavailable with no estimated restock
  date.
  
  Upon review of the situation
  and the resulting delay, we have now finalized the claim for a replacement.
  Instead of accepting a comparable replacement model, Mr. Martinez opted for the
  cash allowance to purchase and install a refrigerator of his choice. The
  payment is currently processing, which will be received electronically within 1
  to 3 business days.
  
  We sincerely apologize for
  any inconvenience caused and understand how important a functioning
  refrigerator is, particularly for families with young children. We appreciate
  Mr. Martinez’s patience while we worked to resolve the issue in accordance with
  the warranty terms.
  
  We are available to assist
  Mr. Martinez should he have any questions or further concerns.
  
  Respectfully,
  
  Angela, Customer Relations 

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23460107, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Mario Higueros Martinez

• Initial Complaint

  Date:06/12/2025

  Type:Order 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 6/9/2025, I filed a claim with Cinch Home Services for my refrigerator (freezer side), because it was over freezing, causing icicles to form, paying a deductible of $125.00. The service provider assigned was "Arcnet Appliance Repair Services LLC". The technician, ******* responded to the call on Wednesday 6/11/2025, instructing the breaker to be turned off in order for the freezer to defrost, proceeded to leave and stated that he would pull out the refrigerator the next day to assess behind it. ******* returned today, 6/12/2025 as the freezer was already defrosted before his arrival. He eyeballed the freezer and the ice tray, stating no blockage. However, he did not pull out the fridge due to no dolly and not being able to on his own and not having assistance. Thus the refrigerator was not properly assessed. I requested Cinch to send another service provider out to assess the back of the refrigerator or to refund my deductible, in which they stated they could do neither. The issue was not fully assessed/diagnosed and I need a refund to pay a company to thoroughly assess.

  

  Business Response

  Date: 07/04/2025

  We have received Ms. ********* complaint regarding her experience with the claim for her refrigerator.We are sorry to hear that she feels the technician did not do his due diligence to properly assess the refrigerator. Our records show that he was unable to pull it out of its designated spot due to apprehension about possibly damaging Ms. St. Louiss refrigerator. He advised that he instructed Ms. St. ***** to let it run and if it ceased to function again, she would need to pull the refrigerator out and he could perform further diagnostics.
  
  Ms. St. ***** worked with a case manager on this matter, who refunded her deductible as a customer ********************** gesture.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 07/09/2025

   
  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,
  
  Amber St. *****

• Initial Complaint

  Date:06/09/2025

  Type:Product 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 called to cancel my coverage on Feb. 27, 2025 and was promised a $44.75 refund. Nothing happened. I called again on April 7 to report that I had been charged again in March, despite having cancelled. I was told I would receive a $107.56 refund (the $44.75 from above plus the $62.99 charged in March). In April, my credit card statement showed a $39.20 credit from Cinch. It is now June and despite emailing them on May 5 and again on May 31, I have received no response, and no $68.36 credit. I realize this is a tiny amount, but I am annoyed at the amount of time I've spent calling and e-mailing them to no avail.I hope you can help.

  

  Business Response

  Date: 06/23/2025

  We have received Ms.
  Higgins’s complaint regarding the reimbursement she is seeking for cancellation
  of her warranty agreement. Foremost, we would like to express our regret that
  termination of her policy was not handled appropriately when she first requested
  to cancel. Her plan has since been discontinued, and two reimbursements
  totaling $68.34 have been processed back to the payment method on file. This is
  in addition to the original refund she receive upon cancellation.
  
  On June 23rd we
  tried to reach her by phone to discuss this matter, and ensure she received the
  subsequent refunds, but we were unsuccessful in speaking to her. We left her a
  detailed voicemail message with our direct contact information should she wish
  to follow up with us.
  
  We appreciate the opportunity
  to address her complaint.
  
  Respectfully,
  Dena, Customer Relations

  Customer Answer

  Date: 06/23/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23445046, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Mary Higgins

• Initial Complaint

  Date:06/06/2025

  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.

  (Cinch Account #********* The case number that I am filing the complaint about is : SCCT547**3B3-2. Cinch had ***** come out to my house in November due to my ** unit not functioning properly. They determined that it was due to the system being 4 lbs short of refrigerant. They put leak stop in the system but were unable to test due to the temp. outside. In May when I turned my ** unit on for the first time the unit had the same problem and froze up. Cinch assigned Premier Comfort Heating and Air Conditioning to assess the ** unit once again. Premier determined the unit was in fact 4 lbs short of refrigerant. They located a leak in the evaporator coil and recommended replacement of the piece. The technician from Premier had to use a s**** driver to bend back some of the fins on the evaporator coil to pin point the leak. ********************** determined that they would not replace the evaporator coil as recommended by there service provider that they assigned to the job. I received a second option from Woodstock Heating and Cooling who diagnosed the ** and determined the same thing that ***** and Premier had determined. The unit was 4 lbs short on refrigerant due to a leak in the evaporator coil. After reviewing the second opinion from Woodstock Heating and Cooling, Cinch advised they would send CRS Heating and ********************* to reassess. CRS responded to my house and determined that the ** unit was 4 lbs short of refrigerant, out of 5.5 lbs, and that there was indeed a leak in the evaporator coil and recommended replacement by Cinch. On 6/5/25, Cinch called to advised that they were denying the claim to fix the ** unit due to a clause in the contract that said any non-normal wear and tear will not be covered, due to the screwdriver that the technician from Premier used to move the fins on the evaporator coil to help pin point the leak. I was charged an upfront charge of $200 from my ** to be fixed as its covered and laid out in the contract.

  

  Business Response

  Date: 06/20/2025

  We are in receipt of Mr.******** ********* and appreciate the opportunity to respond.
  
  We acknowledge that multiple service providers have assessed Mr. ******** air conditioning system and recognize that there have been varying opinions regarding the source of the refrigerant leak and the condition of the evaporator coil. While some discrepancies exist concerning the handling of the coil during the diagnostic process, our responsibility remains to assess the claim in accordance with the terms and conditions of the warranty.
  
  Following a comprehensive review by a Senior Claims Specialist, the claim was determined to be non-covered. However, in light of the circumstances and as a goodwill gesture,we are offering reimbursement up to the eligible coverage amount. Mr. ******* may proceed with a service provider of his choice, and we will issue reimbursement upon receipt and review of a paid invoice for the completed work.
  
  We hope this resolution demonstrates our commitment to customer satisfaction and appreciate Mr.******** understanding and patience throughout this process.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/20/2025

   
  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:06/03/2025

  Type:Order 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 am attempting to cancel my warranty and the company refuses to stop payment. They indicate it is a yearly contract and the payment can't be cancelled until March of 2026.

  

  Business Response

  Date: 06/14/2025

  We are in receipt of Ms. **** complaint.  According to our records, the home warranty policy was successfully cancelled effective June 3, 2025, in accordance with her request. No further payments will be processed, and no additional charges are scheduled.
  
  We regret any confusion regarding the cancellation terms. While our policies are typically set on annual agreements, we do honor cancellation requests, and in this case, the account has been closed accordingly.
  
  If the Mrs. *** believes she was charged in error after the cancellation date or needs documentation for their records, we welcome them to contact us directly so we can assist further.
  
  We consider this matter resolved, as the cancellation has already been processed and no additional payments are due.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 06/15/2025

   
  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,
  
  ********* ***