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

  
• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

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:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 3/27/2025 my home heating system stopped working. I contacted Cinch on 3/28/2025, paid my deductible of $150.00, and they dispatched Aurora to come inspect the issue. Aurora stated they wanted to put a new part on the furnace but the ducts in the heater were dirty which can also contribute to the heating system from working properly. ****** offered a cleaning service first before installing the part but we denied it because its supposed to be covered in the cinch contract. We let the contractors leave and contacted Cinch again. Cinch stated that the duct cleaning wasn't covered because we haven't been with them for 2 years. The contract does not state that. Cinch advised us to have the ducts cleaned so Aurora can finish their work. The invoice attached below is $600.00 paid for the ducts being clean on 3/31/2025. Once the ducts were clean Aurora stated the furnace keeps tripping the breaker and a new furnace was recommended. But this part they stated needed to be installed was never ordered or placed on the furnace. Aurora has been back twice just to state and recommend to Cinch we need a new furnace. There has been a back and forth for the last 3 weeks until yesterday 4/15/2025 where Cinch stated they'll fix the furnace. But they will do so at the expense of multiple things being replaced like the drain, ducts, electrical, gas line (already installed), and external all equaling up to around $3,125.00. A lot of these things are in place and if they need to be replaced these items are also covered in the contract. I'm contacting the BBB because I want Cinch to adhere by their contract and replace my furnace. Please note there is an 82 year old women with health issues in the house. There is also a 2 children, one being 2 years old. It has been very stressful, upsetting, and cold. Please assist us.

  

  Business Response

  Date: 04/29/2025

  We have received Ms. ******* complaint regarding the service job for her furnace. Foremost, we would like to clarify that her plan does not include preventative maintenance services, and this is why she had to pay out-of-pocket to have the necessary cleaning done.We regret any misunderstanding regarding her coverage. Initially it was found that the blower motor needed to be replaced, and the part was ordered. The service company returned to Ms. ******* home and completed the repair, but unfortunately it was not successful. The warranty then decided to move forward with replacing her furnace, and there were out-of-pocket costs on Ms. ******* behalf in order to have the installation of the new furnace completed. We recognize that these charges may have been unexpected, however, her warranty sets the expectation that any modifications, code upgrades, and disposal fees (to name a few) are not addressed by the warranty and therefore are the customers responsibility.
  
  Ms. ****** worked directly with a case manager and ultimately elected to take the cash buyout of equal value to her claim in lieu of having the replacement completed by the network provider. She should expect to receive her check by May 14th.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We have been dealing with a broken dishwasher since at least fall of 2024. Cinch has sent out 3 companies to "repair" the issue of an E24 error code. Each and every time a tech actually shows up they don't know what else the issue could be. Parts have been replaced, air has been blown into the tube, we have been told to run hot water before running the dishwasher, it's all been a complete nightmare. Clearly the dishwasher is a lemon for some reason. Cinch refuses to listen and give us a replacement. The latest and worst tech is ***** that they send out. They have not showed up and due to "unforeseen circumstances" rescheduled our appointment 4 times!!! We are floored that this is acceptable to anyone! A broken unrepairable dishwasher for over half a year. We are tired of paying $70 a month for a useless warranty. We want the dishwasher replaced.

  

  Business Response

  Date: 04/23/2025

  We are in receipt of Mr. ****** complaint regarding the ongoing issues with his dishwasher and appreciate the opportunity to clarify the timeline and resolution of this matter.
  
  Since the initial report of an error code affecting the functionality of Mr. ****** dishwasher,we have made multiple efforts to facilitate a successful repair. Three separate service providers, including *****, were dispatched over the course of the claim.During these visits, standard diagnostic procedures were followed, and repairs were performed, including the replacement of the drain pump on two occasions.
  
  Unfortunately, despite these efforts, the issue persisted. We recognize the inconvenience caused by multiple rescheduled appointments, particularly those involving the ***** service team, and we regret the delays Mr. ***** experienced.
  
  After further review and in recognition that the unit continued to malfunction after several repair attempts, we finalized the claim under the terms of Mr. ****** service agreement and approved a comparable replacement dishwasher. Mr. ***** accepted the replacement, and the order was processed accordingly.
  
  We are pleased to report that the replacement unit has now arrived at the local delivery hub, and the contracted delivery company is in the process of scheduling installation with Mr. ***** directly.
  
  We appreciate ********* patience and regret the extended time required to reach a full resolution.
  
  Respectfully,
  
  ******, Customer Relations
  

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 Warranty contract ******** Svc order date: 3/17/25. # SCCT34665A40 On-site Svc: 4/3/25 -- County Wide Appliance Svc, ******** ** Washing machine declared non-repairable**Svc order listed as completed: 4/14/25 Non responsive to telephone inquiries Washing machine remains "out-of-service"** Seeking a replacement **Resubmitted svc order: 4/14/25 (under repair warranty)They are now seeking a new *** provider -- deja vu

  

  Business Response

  Date: 04/28/2025

  We are in receipt of Mr.****** complaint. We understand his frustration with the delay in resolving this issue and apologize for any difficulties he encountered. Initially, our ability to move forward with the claim was hindered due to pending information from the assigned service provider. Since that time, we have confirmed with the provider that the washer is indeed non-repairable and that necessary parts are no longer available.
  
  We have finalized Mr. ****** claim for a comparable replacement, and he elected to receive the cash buyout in lieu of the replacement model we are offering. He should expect to receive his check no later than May 13th.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising 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 had a home warranty. My unit needs nine pounds of Freon to be repaired. The warranty is stating they can only cover $10 per pound and I will be responsible for coving the rest which is approximately $500. This was never explained to me nor does my policy indicate that there is a capped amount on the total price of for the Freon. I have already paid the deductible of $150. I would like the company to cover the complete costs of the repairs, including the total amount of the Freon, outside of the deductible that I have already paid. Thank you.

  

  Business Response

  Date: 04/27/2025

  We are in receipt of Ms. ******* complaint regarding refrigerant coverage under her home warranty plan. We appreciate the opportunity to clarify the terms of her coverage and our handling of this matter.
  
  Upon receiving the service request, our team authorized a repair to Ms. ******* air conditioning system, which required the addition of 9 lbs. of refrigerant. In accordance with Section V.1A of the service agreement, the policy covers refrigerant at a rate of up to $10.00 per pound. This provision is clearly outlined in the customers policy documents.
  
  As such, while the repair itself was approved,the cost of refrigerant exceeding the $10 per pound allowance is the responsibility of Ms. ******* In this case, that equates to an out-of-pocket expense of approximately $450.00, in addition to the standard service fee.
  
  We understand that Ms. ****** may not have been fully aware of this specific coverage limitation, and we regret any confusion.However, the refrigerant coverage limits are standard within this plan and are communicated to customers at the time of enrollment. Additionally, full policy documents, including coverage limitations, are readily available through the ********* portal and can be requested at any time.
  
  We confirmed that the claim was processed in accordance with her policy terms, and the coverage was applied correctly. We have provided Ms. ****** with an electronic copy of her Declarations Page and full service agreement, which further outlines these details.
  
  We remain committed to transparency and customer support and are available to assist Ms. ****** with any further questions or concerns.
  
  We appreciate the opportunity to review this matter.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23203283
  
  I am rejecting this response because:
  I am preparing a response. 
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 05/13/2025

  Concerns were resolved by Cinch. Im thankful and grateful to have a company who responds to needs effectively. Thank you so much for a job well done. 

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 filing a formal complaint against Cinch Home Services due to their deceptive practices, failure to provide adequate service, and refusal to honor coverage after misleading me about my policy terms. Below is a detailed account of my experience: 1. **Initial Mis***resentation of Coverage March 22nd 2025 - I contacted Cinch to ***ort my dishwasher issues: **excessive noise** - The customer ********************** agent **confirmed** the noise issue was covered under my policy and assured me a technician would be dispatched. I was told I only needed to pay the service fee, and the ***air would be handled. 2. Terra Biz Services Llc Inadequate Service March 2025 - The assigned technician arrived after **two rescheduling attempts**. - She spent **only 8 minutes** in my home, during which she: - Did **no diagnostics** or testing. - Only took photos (claiming it was "required") and ignored my concerns about the dishwashers performance. Even though I told her the top rack was not washing. Which I discovered 2 days before she came. - **Never ran a full cycle** (as later falsely claimed in Cinchs ***ort). 3. **Cinchs Refusal to Honor Coverage:** - After the visit, Cinch denied my claim, stating **noise issues were not covered**contradicting their initial assurance. - They falsely claimed the technician had **completed a full diswasher cycle**, which she did not (I have timestamped photos proving her 8-minute visit). - Despite my evidence, Cinch ***eatedly dismissed my complaints, refusing to refund my service fee or address the **actual problem** (a failing motor impacting wash performance). - **No Accountability:** Cinch showed no concern for their agents mis***resentation or the technicians dishonesty. I could see if I booked this myself but their phone *** confirmed it was a covered event. Clearly they just wanted my money **Requested Resolution:** - A full refund of my service fee.

  

  Business Response

  Date: 04/23/2025

  We are in receipt of Ms.****** *** complaint regarding her recent service request and have thoroughly reviewed our records.
  
  When the service request was initiated, the reported issue involved an unusual noise coming from the dishwasher. Our representative informed Ms. ** that a technician would be dispatched to assess the problem and that a standard service fee would apply. While our agents make every effort to communicate accurately, coverage is ultimately determined based on the technicians findings and the terms outlined in each customers specific ********************** agreement.
  
  Per the terms of her plan,cosmetic or noise-related issues are not covered unless they are directly tied to a mechanical failure that affects the appliances core functionality. The assigned technician followed standard protocol by taking photographs and submitting a detailed report to our team. While we understand that she disputes aspects of the service visit,including its duration, the technicians report indicates the dishwasher was tested through a full cycle and no operational failure was observed at that time. Our coverage determinations are made in good faith based on these assessments.
  
  Although we stand by the coverage decision made in accordance with the technicians report and policy terms, in the interest of customer satisfaction and in acknowledgment of any confusion surrounding the initial communication, we are willing to issue a one-time courtesy refund of the deductible payment. These funds will be returned to the original payment method within 3 to 5 business days.
  
  We hope this resolution reflects our commitment to addressing customer concerns with care.
  
  We appreciate the opportunity to review Ms. *** case.
  
  Respectfully,
  
  ******, Customer Relations
  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Our clothes dryer stopped working on March 14, 2025. We contacted Cinch Homes Services whom we have as our Home Warranty provider and have been paying on time every month. They sent my information to their dispatch center which did call us and tell us that we would have to find our own service provider because they didn't have anyone to service our area. After finding our own service provider, the $100 deductible (for providing someone through dispatch services) was to be reimbursed. It was, the first time. Then our dishwasher broke shortly thereafter, with the same results that we had with the clothes dryer-find our own service provider and reimburse us the $100 deductible that they took out of our account. This was done. The service provider that came to our house as soon as he could, came out March 30, 2025. We paid him a total of $422.00 for both things. I submitted to Cinch all the proper and necessary paperwork the next day, like I was told via email to do. I have since emailed them a couple of times looking for the status of both our clothes dryer and dishwasher to no avail. It is now April 11, 2025 and have called Cinch to be argued with the first time (talked to *******) and hung up on the second time (talked to ***). The third time we talked to a Supervisor (Nezel) who was adamant that we only get reimbursed $200.72 just for the dishwasher because they claim that we still owed them the $100 deductible (for someone to come out to our house-that never happened). Yet our clothes dryer is STILL broken because the part is no longer available (N.L.A.) and STILL waiting on Cinch just to hear back about what they are going to do regarding just the clothes dryer. Everyone we have talked to at Cinch has had either "no idea" what's going on, talked in circles contradicting everything they were talking about, or were absolutely ATTROCIOUS to us. We are waiting for Cinch to contact us either by phone or email by Monday April 14, 2025 in regards to the clothes dryer.

  Customer Answer

  Date: 04/18/2025

  Monday April 14th, 2025 came and went with NO form of communication. I called Cinch on Friday April 18, 2025 to find out why they didn't call back and the status of everything. I was connected to someone (******) who told me that the check for the dishwasher reimbursement would take ***** business days to process. After explaining to him that we were already approved for that check and that we were supposed to have already gotten it and were supposed to have received a phone call 4 days prior. I continued to ask him why we now have to wait another ***** business days just to "hear back" about it. Rather than explaining to me why, he HUNG UP ON ME! 

  Regarding the Clothes Dryer-we elected to have a check sent to us to get a 'new' dryer with. Rather than wait for it to come via US Postal Service, we asked that it be sent to us via electronic deposit into our account. Now we wait for the email from their respective bank in order to give them the information to direct deposit the check into our account. 

  

  Business Response

  Date: 04/24/2025

  We have received Ms. ******* complaint regarding the service jobs for her dishwasher and clothes dryer.Please know that we understand the importance of clear, timely communication and regret that in this instance, that was not her experience. Our records show that since submission of her complaint, we confirmed the parts for the clothes dryer are no longer available, and she was presented with replacement options to accept a model of clothes dryer we were offering, or a cash buyout in lieu of the replacement. She elected to take the cash buyout via electronic funds transfer.
  
  With respect to her dishwasher, we approved a payout and the deductible that is due on every service job was subtracted from the payout amount since the original deductible was refunded due to her being approved to find her own provider.
  
  On April 18th we spoke with Ms. ****** directly, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  Victoria, Customer Relations
  

  Customer Answer

  Date: 05/09/2025

  We may be satisfied that Cinch followed through on providing us with either a replacement or a cash buyout, however, this does NOT excuse the fact that we were treated SO POORLY and Cinch was INCREDIBLY disrespectful during the entire interaction with them.  They even contradicted themselves in their last statement in regards to our dishwasher. We should NEVER have had to pay a $100 deductible for finding our own service provider.  We still were shorted over $100 because of this.  We will be terminating our account with ********************** and finding a different home warranty provider that always puts their customers first. 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23194047
  
  We may be satisfied that Cinch followed through on providing us with either a replacement or a cash buyout, however, this does NOT excuse the fact that we were treated SO POORLY and Cinch was INCREDIBLY disrespectful during the entire interaction with them.  They even contradicted themselves in their last statement in regards to our dishwasher. We should NEVER have had to pay a $100 deductible for finding our own service provider.  We still were shorted over $100 because of this.  We will be terminating our account with ********************** and finding a different home warranty provider that always puts their customers first.
  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/22/2025

  We have received Ms. ******* response. Please know that we sincerely regret she has been left feeling as though she was treated poorly and disrespectfully. This is absolutely not the impression we want our customers to have, and apologize for her negative experience. Regarding the deductible, it is due on every claim regardless of whether its an in-network provider, or a provider the customer locates themselves. This information can be found within the warranty agreement.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:04/11/2025

  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 put in a claim on 3/12/25 for HEAT PUMP - SPLIT SYSTEM repair and was assigned ************************** who came out to the home and suggested that a compressor was needed so he put in the request. The part arrived to the service provider but was the wrong part so he sent it back and Cinch put in another order for a part that is back ordered. I have been unable to reach the service provider and have only gotten updates from Cinch. I have told them on numerous occasions that the service provider will not return any of my calls. I have also told Cinch that my unit is 2003 and I was told that they no longer make parts or have Freon for my unit but have been given the runaround. I was told by the customer ********************** **** that the supervisor will call me back with no call back. I asked to be assigned to a Case Manager and they said they cannot do that as well. When I call, they ask questions like has any parts been installed without even referencing any notes. It has become impossible to get resolution with this company and meanwhile Im without AC

  Customer Answer

  Date: 04/16/2025

  I was contacted by Customer Relations at ********************** and since our communication, the compressor part came in and the contractor installed the part today 4/16. I have been in communication with her and was asked to reach back out if any further issues arise. 

• Initial Complaint

  Date:04/11/2025

  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.

  Im writing to BBB because I cannot seem to get in contact with someone from Cinch that can give me actual answers. Around 1/21/2025 my dishwasher would not turn on at all. This was quickly resolved on 1/30/2025 but also quickly broke again and I filed another claim. On 2/21/2025 I filed another claim saying that the same issue had occurred with the dishwasher. This time, I was assigned a new company, Yusefs, who took many days to reach out. On 3/5/25 ***** finally came to our house to assess. He said he would have to get parts to fix this and one of those parts included a door latch that he had broken taking the entire dishwasher apart. ***** failed to call when he received the parts so I reached out regarding parts. His response was that he does have them and can come out the next day. He came back on 3/11/25 and said he cannot repair it and he will notify Cinch that it needs replaced. From 3/11/25-3/25/25 I made numerous phone calls to Cinch regarding an update on the status of my dishwasher because ***** had said we need a new one. The entire time I was informed that I am waiting for a ***** to finish his report - it took him two weeks to write this report and submit it to Cinch. On 3/25/25 I spoke with someone who said she was going to push our claim through to the team that handles replacements. As soon as I got off of the phone that day I was assigned a new company, ***. I was not made aware that I would be assigned a new company or that another company was needed. On 3/25/25 I heard from *** to schedule an appointment. I asked the lady what they were scheduled for and I was then made aware - not by Cinch but by ARS - that a second opinion was needed in order to get a replacement of my dishwasher. This company came to my house on 3/31/25 and was also unable to fix the dishwasher. I was told by *** that they would let Cinch know this information so that I could get a replacement. I have again made numerous calls with no answers by 4/11/25.

  

  Business Response

  Date: 04/23/2025

  We have received Ms. ****** complaint regarding the service job for her dishwasher. Please know it is always our intention to resolve covered claims in a timely, efficient manner and regret that has not been her experience in this instance. The service job was reassigned to the most recent provider because the previous service partner let us know that he could not identify exactly what the issue was. The most recent service company let us know that they recommended replacement due to damaged wiring. We have processed replacement options to accept either a replacement model dishwasher, or a cash buyout in lieu of that replacement on.On April 23rd we spoke to Ms. ***** directly and she elected to receive the cash buyout. She can expect to receive her check by May 7th.
  
  We appreciate the opportunity to resolve this matter and address her complaint.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 05/06/2025

   
  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 pending me receiving my check for the buyout option. They have finally agreed that the dishwasher needed replaced. I have opted to purchase a new one of my choosing through their buyout option and was told on 4/23/25 that I could expect a check to be sent in the mail and would receive it in 7-10 business days. I have yet to receive the check. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 services warranty provided by cinch has not fixed our dishwasher for month. After diagnosis there was no follow up or feedback given to our local appliance repair service from cinch. There was no follow up of part ordered, no contact at all.

  Customer Answer

  Date: 04/17/2025

  Another repairman was sent for a second time to make another diagnosis on the same dishwasher by cinch services today 4/16. In addition to the first repairman's diagnosis- several other internal parts were reported in need of replacement by this repairman. We are now waiting yet again for yet another follow up on our broken dishwasher by cinch services and we still have a broken dishwasher. We are now beginning month 2 of waiting for Cinch to fix this dishwasher. 

  

  Business Response

  Date: 04/29/2025

  We are in receipt of the ************ complaint regarding the delay of their dishwasher. We apologize for the inconvenience this has caused for them. 
  
  We have further investigated the updates regarding the ************ dishwasher claim and found that we were waiting for a service report from the provider. Once we received the report, it indicated that the unit was deemed unrepairable. On April 21st, we attempted to contact the Valenzuela's , leaving a voicemail message and sending an email to provide them with an update on their claim. They responded with a voicemail, and we subsequently communicated via email communication. Our research department successfully located a suitable replacement unit, and we provided the details so they could choose between the replacement or the cash allowance offered. They informed us via email that they preferred the replacement. On April 24th, we processed the replacement and informed the ************ of the expected turnaround time.
  
  We appreciate the opportunity to connect with the Valenzuela's and will keep in contact until the installation is complete. 
  Sincerely, 
  
  Jasmine, Customer Relations  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 paid a $200 deductible for my refrigerator to be serviced when it was no longer cooling on 3/2/25. They did not have a service provider come to my house for 2 weeks, when they did arrive on 3/14, I was told they would arrive before noon, but they didnt arrive until 4 pm. The claim was initially denied because they said it was due to not preforming maintenance on the refrigerator. Cinch then decided to cover part of the repair. Even though the refrigerators manual does not say anything about maintenance needing to be done on the refrigerator. The service provider was impossible to get ahold of after I was told parts were ordered by cinch, when I was able to get ahold of the service provider they said the parts were going to be delivered the next day and they would call me to set up a date to repair the refrigerator. They didnt call me, so a week later I tried to contact them multiple times, cinch was also unable to get ahold of them. It is now 4/10 and I still dont have a working refrigerator, when I told cinch this they said they could contact a new provider and start over or refund me $89 for the cost of the repair. I told them they should refund me my $200 deductible because they didnt provide me any service. They said they could not do this, even though I can tell from the complaints on BBB that they have done so in the past.

  

  Business Response

  Date: 04/24/2025

  We have received Ms. ******* complaint regarding the service job for her refrigerator. We regret that her experience has not lived up to the seamless, stress-free experience we expect to provide our customers. Please know we recognize the importance of having a functioning refrigerator in the home. To clarify, it was found that the condenser coils on the back of the refrigerator were clogged. We apologize that Ms. ****** was advised initially her claim was fully denied. The only portion of the work that needed to be complete that the warranty wouldnt address is cleaning of the condenser coils as the agreement doesnt address performance of routine maintenance to keep covered items running properly. The failed part, a defrost timer, is covered by the warranty.
  
  It was approved for the service company to supply the part. On April 24th we reached out to the provider and Ms. ****** to confirm if the work has been done since submission of her complaint. We were unsuccessful in speaking with either party, and left Ms. ****** a voicemail message with our direct contact information. We will also follow up with an email communication to her which will allow her to schedule a call back time at her convenience.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations