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

  
• 

  Cross Country Home Services

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

• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

• 

  Cinch Home Services, Inc.

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

  

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:04/08/2025

  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.

  On February 26, 2025, we filed a claim for our refrigerator that was not working with ***** Home Warranty coverage. They sent a service technician to look at it. A part was ordered and shipped to our house within 3 days. However, since then they scheduled a service technician about 6 times and no one has shown up. We are 76 yrs old and have not had a refrigerator for 2 months.Called Czarina with this company twice today with no answer. She told us on Friday April 4th, 2025, that a repair technician would be at our house April 7th, 2025 between 8am and ****** one has shown up again.

  

  Business Response

  Date: 04/22/2025

  We acknowledge receipt of Mr. ******** complaint and sincerely regret the multiple missed appointments and delays he has experienced. It is never our intention to delay repairs, and we fully recognize that in this instance, we have fallen short of our usual standards.
  
  We understand that Mr. ******* responded to his case manager by email on April 18th after his appointment, at which time the unit was functioning. However, we were subsequently informed over the weekend that the unit had stopped working again. We spoke with Mr. ******* on April 21st and scheduled a follow-up appointment under our 180-day workmanship guarantee for Wednesday, April 23rd.
  
  As a gesture of goodwill, we have waived two months of premiums in recognition of the significant delays Mr. ******* has encountered with his refrigerator claim. His case manager will continue to stay in close contact with him as we work toward a resolution. We also encourage Mr. ******* to reach out directly to his case manager should he have any further concerns.
  
  We appreciate the opportunity to review this matter and remain committed to completing all necessary repairs as promptly as possible.
  
  Respectfully,
  
  ********
  Customer Relations

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23172962
  
  I am rejecting this response because:a another missed appointment. My refrigerator is still in need of repair. I am not  a trouble  maker but this is  ridiculous. Please  help me. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/02/2025

  We have received Mr. ******** response.Please know we sincerely regret the additional missed appointment, and to ensure there is no further delay in him having a functioning refrigerator, we have elected to provide him with a replacement. He elected to take the cash payment of equal value to his claim, and should receive his check by May 15th.
  
  We appreciate the opportunity to resolve this matter.
  
  Respectfully,
  ****, Customer Relations

• Initial Complaint

  Date:04/07/2025

  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 company with the merchant, purchased at the same time as my new home in Oct 2024. As part of their services, in order to have someone come out to fix an issue, they make you pay a 200 dollar deductible upfront, and that's the only way they'll cover an issue. Deductibles by definition are what you pay an insurance company before they start to pay for the repairs or service. After paying, they sent a plumber out, who fixed the issue. The merchant then elected not to pay for the nearly $400 service, citing an incorrect assumption and statement by THEIR plumber that we had made a repair ourselves which caused the issue. I've appealed their decision to cover the claim twice now, stating as much. They're telling me to provide proof that I did NOT make a repair myself, so asking me to prove a negative. I additionally asked for the deductible to be refunded since I was led to believe it would go towards the cost of the repair. This request was denied as well because they state the plan agreement covers this. If they're somehow able to come up with a service they provided, what the deductible covers is entirely misleading to the consumer at best and criminal at worst. If the service they provided was "scheduling the plumber", I could have easily called my own plumber or even gotten multiple plumbers to provide a quote. I want my $200 deductible back if they refuse to cover the repair, or I want them to pay for the cost of the repair because they're denying my claim based on a falsehood.

  

  Business Response

  Date: 04/21/2025

  We have received Mr. ******* complaint regarding the service job for his leaking toilet. We completed a secondary review of his case to ensure the right decision was made in accordance with the terms of his warranty agreement. It was reported that the reason the toilet was leaking is at some point the bathroom floor tile was replaced, and the toilet ****** was not raised to accommodate for the new tile,nor was the wax ring changed out as it should have been. This would create a gap, allowing water to escape. Mr. ******* warranty covers mechanical failures that occur due to normal wear and tear. In this instance, the failure is not attributable to normal wear and tear.
  
  On April 21st we spoke with him directly to more clearly explain our reasoning for not covering his claim. Although it is not our policy to do so, we also refunded his deductible as a good faith gesture since he is a newer customer.
  
  We understand that it is upsetting when a claim is determined not to be addressed, and we appreciate ********* taking the time to speak to us.
  
  Respectfully,
  ****, Customer Relations
  

  Customer Answer

  Date: 05/01/2025

   
  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:04/06/2025

  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.

  On 03.03.25 I paid a 150$ deductible for a issue i was having with my oven range not heating properly. Cinch collected the deductible and said i would be contacted by a service company. 03.05.25 A service person contacted me & said he was in the area and could check out the oven, he came and opened the bottom of the oven and said he found the problem & that it was something in the bottom of the oven that needed replacing he ordered the part on his phone and said it would be delivered in 3 days and he'd be back to repair it.Cinch sent a notice that i had a service appt on 03.09.25 with was a NO SHOW. I called him back 3 times that week no answer or response. Cinch sent a notice that i had a service appt that i had another appt on the 16th also a no call NO SHOW FOR A 2ND TIME. cinch scheduled another appt for 03.23.25 AGAIN A NO SHOW. Monday 03.24.25 i called cinch again to tell them that no one showed again . I told them my provider did not return my calls inquiring about my oven repair, they said they couldn't reach him either so they open a new ticket so they said. the next day i get a call from the same provider who came the first time but he didn't know i was a previous customer. He initially told me he couldn't help me because someone had already looked at the oven and he'd give me back to the dispatcher and hung up. then he called back and said he was the original provider and he'd order the part. . he then called back & said he had my part but it was under a different address and there was a mistake. He came the next day to put the part in but seemed to be unfamiliar with my ovens situation. He then took apart the top front of the oven, i asked him what about what he checked before he said he was completing the ticket. afterwards he ran oven kitchen filled with fumes and still does. he said it'd go away. I can't use oven because of harsh fume that burns eyes and smells of gas. i contacted cinch on 4.01. no call or tech. CANT USE MY OVEN he's damaged it.

  Customer Answer

  Date: 04/07/2025

  I didn't have enough space on the original complaint i ran out of characters. At the time of the repair i asked the tech why wasn't he working where the first ****** saw the problem in the bottom of the oven he said the ticket said this part he was changing. He previously on the phone told me the ticket was and the part reflected a different address so i can't help but think there was some kind of mix up with the info about the repair. after he ran the oven it still heated up slower than it previously did and had a awful smell of fumes and un burnt gas coming from the oven he initially said he didn't smell anything then he said it would go away. each time  i try an use the oven ever since 3 different times the smell and fumes make it impossible and I've had to open all the windows and doors on this floor to oven it out. I never had this issue with my oven since I've owned it it has been problem free. now i have fumes and it still doesn't heat up properly. I tried to reach them directly the week afterwards NO ANSWER OR RESPONSE. I have a 1 year old in my home and i can't run my oven in fear that him or my family will get sick or are in danger of building semi burnt  gas fumes from a improper repair. Cinch is a company I've been with since I've bought my home in 2020 each time except one I've had to go through a lot of disappointing nonsense when i ask them to ***** what i pay them monthly to do. They have terrible customer ********************** that lies about appointments as well as repairs being done by a QUALIFIED company. My Realtor/ ********** DC ****** ****** who gifted me my first year as she does all her clients is very disappointed and is considering not using this company due to numerous bad experiences. its been a week since i informed them an not 1 call to set up an appt even though their policy says QUOTE: Please allow up to one business day for the service provider to contact you with scheduling options. I am without a usable oven for over a month but the first order of business with them was to take my 150$ on top of 60$ a month. Terrible Service .

  

  Business Response

  Date: 04/21/2025

  We have received Mr.Winfreys complaint regarding the service job for his range. Please know that we take the information hes provided seriously, and understand that fumes from a gas range can present potential hazards. We also recognize the value of his time, and the imposition that multiple rescheduled appointments can cause. A follow up diagnosis was slated for Tuesday, April 22nd, however after speaking directly with Mr. ******* on April 21st, we agreed that soliciting a second opinion service partner would be beneficial. We have located a different company to assess the range, and they advised they would contact Mr. ******* directly to set up an appointment.
  
  We will remain in contact with Mr. ******* and follow his service job until completion.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23168951
  
  I am rejecting this response because: I still have not been able to use my oven not once since march 3rd after the last company came on the 29th of april changed a part and out the oven on a 4 hour cleaning cycle then left 15 minutes afterwards. i was told that would do it. when i tried oven the next evening the same gassy eye burning fumes resulted  i had to open all windows and doors until it subsided. this has been a inconvenience to my family in a major way also took 150$ for a deductible for damaging my PROPERTY, The second company would not even take the time to allow me to turn oven on to recreate the issue he never allowed me to show him the problem i was having! I spoke with **** from CINCH WHO OFFERED A REPLACEMENT. All i see on my account is another appointment scheduled  But its not showing on my account as even being scheduled for a replacement . I want my deductible back as well as my replacement i got nothing for my money i feel taken advantage of by Cinch as well as not being able to cook for my family or bake at least has cost my family unnecessarily to spend money at restaurants on dinner etc. that is my update.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/15/2025

  We have received Mr.Winfreys response regarding the service job for his range. We spoke with ********** on May 15th and he confirmed he elected to receive the cash payout for the cost of the replacement unit. We are expediting his check via *************** delivery, and he should receive it by May 20th.
  
  We apologize for any continued frustration, and appreciate the opportunity to further address this matter.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23168951
  
  I am rejecting this response because:. I have not gotten a resolution as of yet. Gotten same promises as 2 weeks ago. I will update if resolved. 
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23168951
  
  I have not gotten a resolution as of yet. Gotten same promises as 2 weeks ago. I will update if resolved.

   
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/31/2025

  We have received Mr. ********* response. We spoke to him on May 31st and he confirmed he's received the check and everything has been taken care of. 

  Respectfully, 

  ****, Customer Relations 

  Customer Answer

  Date: 06/02/2025

   
  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,
  
  ****** *******

• Initial Complaint

  Date:04/04/2025

  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 have a home warranty and filed a claim in January. The problem has still not been resolved and the service provider has recommended replacement twice and they still have not fixed or replaced the item.

  

  Business Response

  Date: 04/21/2025

  We have received Mr. ****** complaint regarding the service job for his clothes washer. We regret that his experience has not lived up to the seamless, stress-free process we aim to provide our valued customers. Upon researching the history of this service request, we found that there was a delay in our service partner submitting information to us, and that communication as a whole was lacking.
  
  Our records show that initially it was approved to replace the control board, but that did not resolve the problem. A recall service order was placed, and the provider was approved to replace the drain pump and lid lock.
  
  On April 18th we confirmed the completion of the work with the service provider, and also tried to contact Mr. ***** directly by phone to discuss any remaining concerns he may have, and also verify the unit is now working properly. We were not successful in speaking to him directly, and left voicemail messages with our direct contact information. We will also follow up with an email.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations
  

• Initial Complaint

  Date:04/04/2025

  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 an existing contract with Cinch. I submitted a service request for a microwave that stopped working in June 2024. The microwave is a microwave/oven combo. The first company assigned stated it doesn't work on microwave/oven combos and the ticket was reassigned to another company (*********). The tech made multiple trips and replaced multiple parts but wasn't able to fix the microwave. After the last repair, the tech never returned and the ticket was closed. I called Cinch and the ticket was reopened with ***** Service. A service tech came out to diagnose the microwave and ordered multiple parts. The parts arrived but one part was back-ordered. The service tech stopped by a few weeks later to check on the parts, stated one part was still back-ordered, and call when the part arrives. The part never arrived. I checked the ticket and noticed ***** had closed the ticket. I also received emails from ***** requesting I return the parts. I again followed up with Cinch and ***** was reassigned the ticket but never showed up. I would like to add that ***** stated in its diagnosis that the ticket was closed because they did not have an address, telephone number and could not contact me. However, ***** was able to contact me during its initial visit and had parts shipped to the house. In March 2025, I called Cinch stating the microwave was not repaired. Cinch reopened the ticket and assigned another company (ER Appliance), stating another company needs to come out to verify the microwave cannot be repaired before the microwave can be replaced. ER Appliance technician came out to diagnosis the microwave. The tech looked at the microwave and I provided background on the issues with microwave. He looked at the parts ***** ordered and stated he needs to return because it's a two man job. The company never returned and closed the ticket four weeks later after I followed up with Cinch. Cinch is now stating another company needs to come out to look at the microwave.

  

  Business Response

  Date: 04/17/2025

  We are in receipt of Mr. ****** complaint regarding his microwave/oven combination unit. We regret any frustration this experience may have caused.
  
  Due to the unique nature of this appliance, multiple service providers were engaged in efforts to complete the repair. While parts were ordered and several repair attempts were made, unfortunately, a successful repair could not be completed. We acknowledge that there were delays and communication issues among the service providers that contributed to the extended timeframe and Mr. ****** dissatisfaction.
  
  We have since taken steps to resolve this matter. After reviewing the claim history and the challenges experienced, we moved forward with a resolution in line with ********* ********* Rather than accepting a comparable replacement model, he elected to accept the claim credit buyout option, which was processed accordingly. The funds have been received electronically, and as such, the claim has been completed and resolved.
  
  We appreciate ********* patience throughout this process and are committed to using this experience to improve service coordination with both customers and third-part providers.
  
  Respectfully,
  
  ******, Customer Relations

  Customer Answer

  Date: 04/30/2025

   
  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.

  Company provided funds to replace the microwave/oven.

  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:04/04/2025

  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 filed a repair request in late February for technician to repair my washing machine because the drum knocks during the spin cycle. First, the repairman (at Refresh) had to reschedule because his truck was out of service. Then, when he did show up, he was in and out of my house in 10 minutes or less. He told me that the floor was unleveled and caused the knocking and, that he took a car brake pad off my basement shelf and stuck it under the washer to level the washer. He even showed me a picture of where he took the brake pad from. First of all he did not ask permission to use my brake pad. I told him that I was not satisfied with his service and that I will speak with his supervisor about this matter. To my surprise, when I finally got through to Cinch to complain and advise that the drum is still knocking, they transferred to their claims department who advised that the claim has been closed. And, because the tech wrote that the floor was uneven (an uncovered loophole), this voids another look and that they will be declining my request for another look at my washer; unless, I pay another $150 service *******, my washer will not go into the spin cycle so, I called Cinch 4/4 to again complain that my washer is still not working properly in hopes that they will honor my first request to have my machine properly repaired. Again, the *********** is denying service without paying an additional $150 for a new claims request. I have been a customer of theirs for over 10 years and am very disappointed and displeased. I feel robbed because of the misappropriation of car brake pad, the lie the technician told and hurt from the poor service given to a long time customer. Since ********************** refuses to really repair my washer, I would like a full refund of $150 and the replacement cost for my car brake pads.

  

  Business Response

  Date: 04/17/2025

  We have received Ms.Buckners complaint regarding the service job for her clothes washer. Please know that we understand the importance of ensuring a thorough diagnosis is performed in order to assess a covered item for a mechanical failure due to normal wear and tear. We recognize her displeasure with the technician utilizing a brake pad he found in her home as a means to level the clothes washer. This is not an approved method of repair, and we sincerely regret this event occurred.
  
  With respect to covering the clothes washer for repairs or replacements; there must be a diagnosable mechanical failure due to normal wear and tear in order for warranty coverage to apply. In this instance, it was determined that the reason for the unit moving and shaking is due to it being on an unlevel floor. This would not constitute a failure with the machine, and therefore there is nothing for the warranty to cover at this time.
  
  As a customer ********************** gesture, we have authorized a second opinion to assess the clothes washer, and we are currently awaiting the technicians report.
  
  We spoke to the contract holder, Mr. ********* on April 16th and will follow up on the outcome of the most recent visit. We appreciate the opportunity to address this complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/30/2025

  The company sent someone else out to re-evaluate the situation and have come up with a reasonable solution. So I am now satisfied with their actions.

  Customer Answer

  Date: 05/01/2025

   
  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.The company sent someone else out to re-evaluate the situation and have come up with a reasonable solution. So I am now satisfied with their actions.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/04/2025

  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 WILL NOT HAVE YOUR BACK BUT WILL TAKE YOUR MONEY I have several contracts with Cinch and recently filed a claim for service regarding a gas leak. Days ago, they claimed they could not find a repair company, so they allowed me to locate one. Interestingly, I had no trouble finding several vendors in the area to test and repair the issue.After the vendor diagnosed the problem and I submitted the required documents, Cinch informed me that we would need to be without heat for up to seven more days before they would even decide on approval. I also noticed that they changed the date of my service request to make it seem like I just called them.I am very disappointed with their service right now. We are doing everything we can to prevent our pipes from freezing while we wait to see what their next move will be. Also do not be fooled by the new "personal claim manager" its just a way to keep you going in circles .

  Customer Answer

  Date: 04/13/2025

  I waited for nearly two weeks with no heat and no hot water all while Cinch claimed to be reviewing a simple claim. Each time I logged into their portal they changed the original claim date to the current date to give the appearance that the aged claim is current. They simply passed me around to different uninformed people giving the same "canned" response"  "we will review your claim".  After endangering my person and property for nearly 2 weeks by being in the "review" process we finally had to borrow money to pay for the 3,300-repair bill.  Now we are in another review process.  Anyone interested in my documentation and recorded voice conversation to support their claim that Cinch is infected with dishonesty is welcome.

  

  Business Response

  Date: 04/25/2025

  We received Mr. ******* complaint regarding his gas line leak. Please know we would never purposely hinder the resolution of any customers claim. Due to the type of claim he submitted we extended the authorization to have a local technician come from outside the agreement as a way to expedite repairing the issue. We have not changed his service request date in our system, but as a result of opening a new job to accommodate this change the date may reflect the most current opening. Rest assured our records show the initial date service was requested.
  
  We have been working with Mr. ****** directly since April 4th and have received the documentation he submitted. After reviewing the information, we have approved to provide him with the cap amount that his warranty allows for the type of work that was completed. The check has since been delivered.
  
  Should Mr. ****** need any further assistance, he retains our direct contact information.
  
  Respectfully,
  ********,Customer Relations 

  Customer Answer

  Date: 04/28/2025

  The response from Cinch is true in part. They did forward payment of ******* of a ******* bill from the plumbing contractor. The response was false as to them working with me complete lies.  They played games for 3 weeks claiming they were reviewing the claim while my home went without heat in freezing temps. Anytime I check the Cinch site for updates the claim date changed to that current to give the appearance that the claim was new.  They would have multiple people call me with the same script.  I will be moving on from these people.  In reality they should have paid the entire claim.  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23159223
  
  The response from Cinch is true in part. They did forward payment of ******* of a ******* bill from the plumbing contractor. The response was false as to them working with me complete lies.  They played games for 3 weeks claiming they were reviewing the claim while my home went without heat in freezing temps. Anytime I check the Cinch site for updates the claim date changed to that current to give the appearance that the claim was new.  They would have multiple people call me with the same script.  I will be moving on from these people.  In reality they should have paid the entire claim.
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/03/2025

  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.

  Filed a claim with Cinch Home Warranty regarding a grinding metal noise my washing machine was making. I paid $150 service call deductible. Technician arrived. Started machine and heard sound. Told me that it had to do with balancing and water level sensors and that it could not be repaired. We discussed what kind of replacement machine I should look at. Technician NEVER removed washer panels or anything to further investigatehe ONLY listened to the sound. He asked if it was working and I responded that when I heard the noise I let it finish the cycle to let the water out and I have not used it since.Cinch denied the claim due to the fact it wasnt normal wear and tear, nor a mechanical issue. The technician photographed a coin in the drum and told the warranty company that was the cause and that it wasnt normal wear working and that it only had a noise. The only way to appeal is to hire my own repair person and submit a report with no guarantee that they will approve it. I spoke to several representatives on April 3 regarding the denial of claim. Additionally, I requested cancellation of my account effective at the end of the billing cycle and the representative ******* canceled it immediately. They refuse to reimburse even a prorated amount of my monthly charge. How can they deny a claim when the washer was not even evaluated for mechanical issues? The coin was removed and it still makes the grinding noise. I wound up having to purchase a new washing machine, which they should have issued payment credit for.I thought I would have better luck with Cinch because of better reviews than other companies, but the customer ********************** is terrible and their repair people are unqualified. I am requesting at least a PARTIAL credit of $500 towards the cost of a new washer, the prorated amount of unused coverage prepaid for this month and the service call deductible (since the technician didnt even evaluate machine). A comparable washer model is between $600-$700

  

  Business Response

  Date: 04/17/2025

  We are in receipt of Ms. ******* complaint regarding her clothes washer claim. Upon review of the service history, a request was initiated for a grinding noise coming from the washing machine. A licensed technician was dispatched, and it was reported that during the visit, it was observed that the machine was functioning, cycling properly, and completing its wash cycle. The technician noted that Ms. ****** confirmed the unit was working properly but making an unusual noise. The grinding noise was determined to be caused by coins lodged between the tub and agitator. This is not considered a mechanical failure, nor does it fall under the definition or normal wear and tear as outlined in Sections 3.1 and 7.4 of the Agreement. As a result, the claim was properly denied.
  
  Ms. ****** was advised that she may seek a second opinion at her own discretion and submit supporting documentation for further review. While this is part of our appeals process, we understand that she elected to replace the washer independently and subsequently cancelled her policy. We respectfully note that monthly charges are not billed in advance, so there was no prorated refund due at the time of cancellation.Additionally, there are specific terms and conditions regarding cancellation,and Ms. ****** does not meet the criteria for a reimbursement.
  
  While we regret that the outcome did not meet the Ms. ******* expectations, the claim was adjudicated in accordance with the terms and conditions of the service agreement. The deductible payment was applied for the technicians diagnostic service, which was completed and paid to the provider. While a refund of the deductible is not our standard procedure, even when a claim is denied for non-covered causes, we have processed a refund of this payment as a customer concession. These funds will be returned to the card that was charged within 3 to 5 business days.
  
  We appreciate the opportunity to address this matter and consider it closed at this time.Should Ms. ****** have additional questions regarding the policy or claim outcome, we remain available to assist.
  
  Respectfully,
  
  ******,Customer Relations 

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and if the $150 refund is delivered,  this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/03/2025

  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 submitting for my mom who is 78 and does not have a computer. She lives on social security and has been a customer of ********************** and the previous company, Homesafe Services for about 10 years to help her manage expenses. Her A/C went out on Feb. 13, 2025. It was already hot that day in ******* where she lives. She called for service the next day and the tech showed up on Feb. 18 and said the unit was not repairable and needed to be replaced. She was told it would take several weeks. She waited patiently and heard nothing back during that time. I told her she needed to call and make sure she had not been forgotten. Finally a second tech showed up on March 31, this time from a different provider company. He knew nothing of the first tech coming and said the same thing--the unit is not functional and needs to be replaced. Now ******* is experiencing record heat--yesterday was 92 degrees. My mom is retired and home all day with her dog. It is unthinkable that a 78 year old woman has been waiting for 48 days now to have her A/C replaced and the company is still shopping for parts on an old unit instead of replacing it after 2 different providers told them the unit needs replacing.

  

  Business Response

  Date: 04/17/2025

  We are in receipt of Ms.Valentinos complaint regarding the recent service request for her mother, ********* ****** Ms. ***** is a valued, long-time customer, and we sincerely apologize for the concern and frustration caused by the delays she experienced.
  
  According to our records, the initial service provider determined that the air conditioning unit was not repairable and recommended a replacement. However, due to a conflict of interest identified with that provider, the work order was reassigned to a different service company. We regret that Ms. ***** was not made aware of this change and apologize for any confusion or inconvenience it may have caused.
  
  A second ********** from the new provider assessed the unit and confirmed it was non-functional due to a leak in the evaporator coil. Following that assessment, we worked diligently to coordinate the necessary repairs in accordance with the terms of the home warranty plan. We are pleased to confirm that the evaporator coil was successfully replaced on April 15, 2025.
  
  We attempted to contact ******** by phone and left a voicemail to confirm that the repair was completed,and that the system is functioning properly. While we have not yet received a response, we have received confirmation of successful completion from the assigned service provider.
  
  Should Ms. ***** or ************ have any remaining concerns or require further assistance, we encourage them to contact us directly.
  
  We value Ms. ***** as a customer and appreciate the opportunity to address and resolve this matter.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:04/02/2025

  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 paid a flat fee to ************** to replace a water heater, which was the only action that could be taken based on the fact that the water heater was 20 years old, and water heaters aren't repaired if more than 20 years old. Cinch "was unable to find plumbers in our area" and told us we had to get one. It's clearly because no one would ever work with them. We provided Cinch, working with Royal Plumbing, a detailed recceipt, photos, and absolutely everything they required, and they came back and authorized literally half the reimbursement. We will be seeking legal representation, small claims, and potentially looking at criminal damages as the pain and suffering of an emergency situation and the impact to our credit cannot be overstated. They need to fix this now and reimburse the full flat fee- that's literally how this company bills- we have no control over how a company bills- nor how magically Cinch "cannot find plumbers."

  Customer Answer

  Date: 04/14/2025

  Received an email and voicemail today where they admitted to still refusing to reimburse me by $1060.00 which is fraudulent & a breach of contract after refusing to find any plumbers in my area for an emergency & me working diligently with Cinch & the plumbing compliant to provide every ounce of documentation they require they are still trying to pocket $1060.00 of my money by their admission today. Have found a law firm. This is an incredulous amount of my money and the stress and time is unconscionable. I am considering additional measures. 

  

  Business Response

  Date: 04/16/2025

  We have received Ms.******** ********* regarding the reimbursement amount for her water heater service job. Please know that we recognize her dissatisfaction with the amount offered, as well as the amended increased amount we approved to provide. We would like to clarify that when it comes to replacing a water heater, whether the work is done by a network provider or an outside vendor (when approved), there is invariably work that must be completed which falls outside the scope of warranty coverage. This work is for things like disposal fees, upgrades,modifications, and access, to name a few. The reason that these items fall outside what the warranty covers is because we cover the item itself for its mechanical failure(s) due to normal wear and tear. Any additional work or fees outside of the cost of the failed item and the labor to install that item are considered non-covered charges, and are the customers responsibility.
  
  On the invoice Ms. ******* provided, it specifically states upgrades were made, there was a disposal fee,and that the piping had to be reinsulated. Because the invoice was not itemized, as the provider is a flat-rate company, we had to utilize research into the average cost of a water heater replacement in her area, in addition to what we would typically pay for a water heater replacement through an in-network vendor. Initially the offer was based on our typical cost of comparable work, but after reviewing the matter, we determined that as a customer ********************** gesture, we would provide an increased amount to make the compensation on par with what the retail value of a replacement water heater like the one installed in her home would cost, along with the labor to install it.
  
  The most recent payment being offered to Ms. ******* is final, and is placed on hold until which time she would like for us to process it. We would also be glad to send it via *************** delivery to have it expedited.
  
  We appreciate the opportunity to review her case, and respond to her *********.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/29/2025

  There is a stated disposal fee, and no upgrades. This company has stated over & over they are not paying for upgrades. This water heater was reinsulated to bring it up to code & follow applicable law. Cinch is therefore suggesting we violate the law by authorizing this claim and then shirting me, their customer, over $1000 in offered reimbursement. 

  Customer Answer

  Date: 04/29/2025

  There is a stated disposal fee, and no upgrades. This company has stated over & over they are not paying for upgrades. This water heater was reinsulated to bring it up to code & follow applicable law. Cinch is therefore suggesting we violate the law by authorizing this claim and then shirting me, their customer, over $1000 in offered reimbursement. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23152705
  
  I am rejecting this response because:There is a stated disposal fee, and no upgrades. This company has stated over & over they are not paying for upgrades. This water heater was reinsulated to bring it up to code & follow applicable law. Cinch is therefore suggesting we violate the law by authorizing this claim and then shirting me, their customer, over $1000 in offered reimbursement.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/09/2025

  We appreciate the opportunity to respond to *********** rebuttal. While we understand her continued frustration, we must respectfully clarify that our reimbursement decision was made in accordance with the terms of her home warranty agreement.
  
  Although Ms. ******* states there were no upgrades, the invoice provided by her contractor includes general references to work that typically falls outside of warranty coveragespecifically, pipe reinsulating and disposal. Regardless of whether these actions were required for code compliance, code-related upgrades, or modifications,  these costs are excluded from coverage, as clearly outlined in her service agreement.
  
  Since Ms. ******** policy covers the cost of parts and labor for approved repairs and replacements, and the invoice was not itemized and based on a flat rate fee, our team conducted a market review of standard pricing for similar water heater replacements. Based on this review,and as a customer ********************** accommodation, we increased the reimbursement amount beyond our standard offering to reflect the fair retail value of the water heater and its installation.
  
  The adjusted payment remains available and on hold, and we are willing to release it as Ms. ******** request.
  
  We believe our resolution is both fair and consistent with the warranty terms, and we consider this offer final.
  
  Respectfully,
  
  ****, Customer Relations 

  Customer Answer

  Date: 05/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while not satisfactory, has dragged on long enough. Read reviews before choosing a home warranty company. They do this with absolutely everyone, will be pursuing all available actions to recoup losses. 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 05/14/2025

  Accepted the resolution then heard nothing. Emailed the (attached) as a follow-up, no response. 

  

  Business Response

  Date: 05/23/2025

  We have received Ms. ********* response. We responded to her email to let her know that the payment was processed. She should receive it by May 30th. 
  
  Respectfully, 
  ****, Customer Relations