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

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  Cross Country Home Services

  525 W. Old Northwest Hwy. Ste. 203 Barrington, IL 60010-6805

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:04/11/2025

  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 

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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 had issues with our heating and air units for over a year and we have paid the deductible and then the service provider cancels. We have called Cinch and we have had to pay another deductible. The most resent issue is I have been without heat for over a month and can't get anyone to come out. I have paid three deductibles now and still have no heat. The last company that did come out sent us an email saying they weren't working with Cinch any more and when I called and asked why they said because they weren't getting paid. We have been paying for this warranty for the past 4 years.

  

  Business Response

  Date: 04/24/2025

  We have received Ms.Hutchesons complaint regarding the service job for her heat pump system. We recognize the importance of resolving claims in a timely, efficient manner, and regret that in this instance, we have fallen short of that objective. Our records show that her most recent request on the downstairs heat pump system revealed a failure with the fan motor in the air handler (or indoor portion of the system). The service company ordered the part, and repair was slated for April 23rd. Unfortunately, there was an issue with the part and a follow-up visit is necessary to complete the work.
  
  On April 23rd and 24th we attempted to reach Ms. ********* by phone, and left her voicemail messages. We also sent an email communication. We will continue to follow this service job until it is resolved.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:04/09/2025

  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.

  Cinch home services warranty on or about Jan of this year my electric water heater tankless by Emax stop working, I contacted them (CINCH HOME SERVICES) and put in a service requested and paid my $120.00 deductible, on three different occasions, Cinch Services hade plumber, the first provider did not know how to fix a electric tankless heater and the other two could not or not know how as well, A month later I was informed to find a outside company to fix the heater and the needed to be licensed and insured as well, once the work is complete I had to pay bill and upload the invoice the them, I will be reimbursed and which I did and now Cinch is requesting and list of all parts, labor cost, and time it took to finish the job, I Issued and emailed this request to Tipping Hat Plumbing -Heating-Electric. I was informed by Tipping Hat Services all parts is listed on the invoice and don't the other things request. now it is taking three months to have the heater fix and I been paying monthly $48.00. I use their service for I wouldn't have stress.

  

  Business Response

  Date: 04/23/2025

  We are in receipt of Mr.***** complaint regarding the service request for his tankless water heater.We acknowledge his frustration and sincerely regret the inconvenience he experienced during the service process. Our records show that we promptly dispatched network providers to address the issue but due to the specialized nature of Mr.***** water heater, we offered him the option to use an outside provider, in accordance with our Alternate Provider Option policy.
  
  We later received an invoice from Mr. ***** selected service company for replacing the heating element on the water heater. However, the documentation did not include an itemized breakdown of parts, labor, or time spent on the repairinformation that is requested in the instructions provided when the Alternate Provider Option was authorized.
  
  Despite attempts to contact Mr. ***** service company directly to obtain this required information, they have declined to speak with us. Without this breakdown, we are unable to verify what portion of the total charge is eligible for reimbursement under the terms of the service agreement. That said, we have researched the standard cost of the repair for the replacement heating element. As a result, we are prepared to approve a reimbursement, and we are currently awaiting Mr. ***** response to the resolution we have offered.
  
  We remain willing to reconsider this amount should Mr. **** be able to obtain and submit an itemized invoice.  Our intent is to ensure a fair resolution in accordance with the warranty agreement and industry standards.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23184665
  
  Feb ******* my tankless water heater stops working and under my Cinch Home Warranty insurance it was covered. Cinch Home service sends two different technicians and neither one could not repair my heater, and I was informed to find a pluming company to repair the heater I was to pay them, and Cinch Home service reimbursed me, tipping hat pluming and electric service repair my heater, and I submitted the invoice for $1119.00 plus $49.00 for a service call. now Cinch home service needs more information about the repairs, Now I'm between a rock and hard place with Tipping hat Plumbing and Electric and Cinch Home Service, for five months I have tried to get this problem resolved. Refund
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 06/06/2025

  We appreciate Mr. ***** continued patience and the opportunity to respond further regarding his service experience.
  
  After reviewing the full context of Mr. ***** claim and in consideration of the inconvenience he has experienced, we have made the decision to reimburse him in full for the invoice submitted, which includes the service call fee as well.
  
  While we previously requested additional documentation to verify the breakdown of charges, we recognize the extended time Mr. **** has spent trying to resolve this matter and have chosen to move forward with full reimbursement as a customer ********************** accommodation.This decision reflects our commitment to resolving the matter fairly and maintaining trust in our service.
  
  Mr. **** will be issued reimbursement via check, which will be expedited via *************** delivery to the address on file.
  
  We thank Mr. **** for his business and sincerely regret the inconvenience he encountered throughout this process.
  
  Respectfully,
  ******, Customer Relations
  

• Initial Complaint

  Date:04/09/2025

  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 January 28, 2025, I submitted a claim to Cinch Home Services regarding the failure of the heating system on the upper floor of my home. Despite the urgency of the situation due to freezing temperatures, it took over a week and numerous follow-up calls before a service provider was finally dispatched to my property.Due to the delay, I hired an independent technician to assess the issue. The technician immediately identified a significant refrigerant leak and strongly recommended a full system replacement. When the technician assigned by Cinch eventually arrived, they confirmed the diagnosis and submitted a detailed report, along with several photos, to Cinch.After several days with no communication, I contacted Cinch directly and was told that the report had not been received. The service provider, ***** Mechanical, then re-sent the documentation. However, Cinch subsequently requested additional photos, further prolonging the process, all while my home remained without heat during freezing temperatures.Several weeks later, I was informed that Cinch had denied the unit replacement, opting instead to attempt a temporary fix by injecting a sealing agent into the systema method both service providers explicitly advised against, citing it as ineffective and inappropriate for the issue at hand.Despite the expert opinions provided by multiple licensed technicians, Cinch continues to refuse a replacement and insists on pursuing the least costly option, which does not resolve the problem. As of April, the issue remains unresolved, and I find this course of action *************** is deeply concerning that Cinch Home Services disregards professional assessments and chooses solutions based on cost, rather than the safety and well-being of its customers. I am seeking a formal review of my claim and a resolution that reflects the recommendations of certified professionals.

  

  Business Response

  Date: 04/23/2025

  We have received Ms.********* complaint regarding the service job for her heat pump split system.Please know that our number one priority is to ensure our customers receive the full benefit their plan guarantees, and to ensure the correct decision has been made, we have taken another look into the circumstances surrounding her claim.Foremost, we would like to express that the purpose of the home warranty is to repair covered items when possible, and if repairs are not possible or feasible, that is when the decision to provide a replacement is considered. In this situation, it has been deemed a reasonable path to resolution to repair the refrigerant leaks in the system with what is known as leak stop. We acknowledge Ms. ********* disagreement with this resolution; however, at this time, repairing the system with a leak sealant is what the warranty has approved based on the service report provided by the network service partner who assessed her system. Please also be advised that all covered repairs are protected with a 180-day workmanship guarantee.
  
  On April 23rd we tried reaching her by phone, and left voicemail messages. We also sent a follow-up email communication.
  
  We are here to assist her in resolving this matter, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:04/08/2025

  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 was given approval to use an outside vendor because the vendor that they assigned to me does not install Boilers. The work was completed, and Cynch refuses to pay for the replacement. This was a barely functioning boiler, more than 55 years old. We purchased the home on Dec. 6, 2024, and the boiler died on Dec. 24, 2024. Cynch is stating that they refused the claim based on the systems missing parts and cut lines. Cynch Home Warranty company denied a claim based on the state of the boiler before we moved into the house. I want to be reimbursed for the cost of the boiler.

  

  Business Response

  Date: 04/22/2025

  We have received Ms.*******s complaint regarding the service job for her boiler system. To clarify, her warranty addresses mechanical failures that occur due to normal wear and tear. As she highlighted in her complaint, there were cut wires and missing components of the boiler that prohibited normal operation. The terms and conditions which set the threshold for qualifying for coverage is for any mechanical failures which occur due to normal wear and tear, regardless of whether it happened under the ownership of a previous homeowner. Wires being cut and parts being missing do not constitute a failure due to normal everyday usage, and this is why we had no choice but to decline coverage.
  
  On April 22nd we attempted to reach Ms. ******* directly by phone, but were unsuccessful in speaking to her. We left her a voicemail message, as well as sent a follow-up email communication should she have any additional questions or concerns.
  
  We recognize that it is upsetting to learn a claim does not qualify for coverage, but we are confident our decision has been made within the boundaries of the agreement and consider this matter closed.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:04/08/2025

  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 home Warrenty left us with a broken furnace, that they agreed was covered, for three weeks in 30 temps! The subcontractors ordered the wrong parts and then just never bothered to come back! They still kept out copayment and wouldnt do ANYTHING to make it right. Like one night in an hotel on the coldest night And again I stress it was a covered fix!!! They just cant control their subcontractors and dont ask for quality.

  

  Business Response

  Date: 04/21/2025

  We have received Ms.******** ********* regarding the service job for her furnace. Please know we understand the urgency of having a working heating system, and we sincerely regret the delay in resolving her claim. Since submission of her *********, we confirmed the work has been completed. We have also been in email communication with *********** As a customer ********************** gesture, we refunded a monthly premium payment as well as the deductible that she paid.
  
  We sincerely regret the frustration she endured during this process, and appreciate the opportunity to address her *********.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 05/02/2025

   
  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,
  
  ****** *******