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

• 

  Cross Country Home Services

  1520 E Greenville Street, Suite K Anderson, SC 29621

• 

  HMS HOME WARRANTY

  1950 N. Steemmons Freeway Dallas, TX 75202

• 

  HMS National

  Homegard Warranty Dallas, TX 75284

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  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 Warranty Service has denied the replacement of my air conditioning unit I have been trying to get my air conditioning unit issues resolved since 2021. Cinch home services has sent and or made appointments with ***** warranty repairs over 7 or more times ***** contractors, Ecco system heat and Air, Mihon Elephant heating Air and cooling. Over 12 air conditioning appointments or companies come to service my unit to repair the same issue all those repairs have been unresolved an unsuccessful since *********************************** October 2024 Mihon elephant heating air and cooling stated I needed a new unit after coming out 2 -3 times damage to the condenser due to dog urine The problem with the air-conditioning unit has been going on before I had a dog On March 26, 2025. I had ****** ****** Plumbing Heating and Cooling come out to assess the problem with my air conditioning unit. The company looked at my air conditioning unit and determined the air conditioning unit compressor has a leak. The leak is the problem and why the air conditioner is not working. Its probably been leaking for over 5 years and finally stopped working. The problem is the compressor not the condenser. The unit is over 25 years old This is normal wear and tear problem. This has nothing to do with the dog urine I was informed by his *** ****** that sometimes it takes multiple diagnosis to identify the root cause of the issue before a replacement is considered It seems like I should have been considered a replacement unit year 2021, 2022, 2023 their were multiple repairs. I did not have a dog and still had problems and Cinch still did not diagnose the root cause. ***** ******** Executive Claim Specialist stated she contacted ***** and confirmed that no repairs were performed on the outside condenser unit where the damage is located, either by ***** or any local companies we dispatched Why no one NEVER check the air conditioning unit outside during those years

  

  Business Response

  Date: 04/10/2025

  We have received Ms. ******* complaint regarding the claim denial for her air conditioning system. As she addressed in her complaint, the service request has been denied due to the failure resulting from dog urine damage to the outdoor condensing unit. When an animal urinates repeatedly on the outdoor unit,it results in corrosion and damage and it is evident when this is the problem because the damage takes on an arch-shaped pattern in addition to the type of corrosion that occurs. The warranty addresses mechanical failures that occur due to normal wear and tear, and in this instance, the damage to her system is not attributable to normal wear and tear, but to an outside source causing the problem.
  
  She was assisted by two Senior Case Managers regarding this matter. The issue has been thoroughly reviewed, and our decision will remain unchanged. The denial will stand and we consider this matter closed.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23142002
  
  I am rejecting this response because:
  

  I reject the business response 
  This is absolutely untrue. Your company Cinch home services is trying no to be accountable to take care of my air conditioning unit. 
  I have talked to 2 of Cinch Home Services Senior Case Managers *** ****** and ***** ******** regarding this matter 
  
  
  I continue to state that Ive had ongoing problems since 2021 which is four years with my air conditioning unit with over 12 or more visits from different various companies to repair the same issue  and all of those have been unresolved and unsuccessful. For you to now say in 2024 I have a compressor for you to say that no one has went to go look at it.  This is not my fault
     *** ****** stated it takes several times for you guys to be able to figure out the root cause of the problem. Just because you guys did not find out the root cause of the problem until many years later, its not my fault there are over 6 services appointment and or companies that have come to services my air conditioning unit from ********* most of of these appointments before I had a dog. In purchasing Cinch home warranty my expectation is to get the diagnosis correct the first time 
  
  
  On  March 26, 2025. I had ****** ****** Plumbing Heating and Cooling come out to assess the problem with my air conditioning unit.  The company looked at my air conditioning unit and stated
  
  
   The air conditioning unit compressor has a leak. The leak is the problem and why the air conditioner is not working. Its probably been leaking for over 5 years and finally stopped working.
  This is normal wear and tear problem. 
  
  
   How is it that my air conditioning unit was never fixed and I had to have you Cinch Home Services come out for four years until  2024 you finally found the problem and now you dont wanna take care of it.  
  
  
  Im not accepting the fact that you dont wanna be accountable for taking care of my air conditioning unit.
  
  
  Attached  are some of the service appointments that ***** and some of the other companies that I found that had service my air conditioning unit starting October 2021.  This all started before I had a dog
  I did not find all of the appointments, but here are some
  
  Thank you
  
  LuTillian ******
  ************
  
  
  

  

  Business Response

  Date: 04/24/2025

  We have received Ms. ******* response. As she indicated, she has worked with two case managers regarding this matter, and it has been thoroughly reviewed. While there were previous repairs done to her system, they were not related to the sealed system which is the portion of an HVAC unit through which the Freon flows that has currently failed. The previous repairs were related to electrical complications with the thermostat, wiring, and a capacitor. These issues are not related to the sealed system, or the damage done by the dog urine.
  
  Our decision will remain to decline coverage on this claim.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 05/04/2025

  While reading Cinch home services does not want to take responsibility for their negligence in not repairing my air conditioning problem.  As I containing to state this has been an ongoing problem since 2021.  The response they sent was sent with 2024 only   Attached are appointments starting in 2021-2024.  This is where the problem is that Cinch NEVER fixed my Air conditioning unit in 2021.  This should be a closed matter.  They came to service my air conditioning unit continuously from 2021 to 2024 be for I had a dog and never got to the root of the problem as *** ****** their senior manager stated.  THIS IS UNFAIR TO ME AS A CUSTOMER HAVING HOME ******************************************* NOT REPAIR MY AIR CONDITINING UNIT PROPERLY. We need to come to a solution that accommodates both of us.  I should not have to settle for a non working air conditioning unit because Cinch did not repair the unit 4 years ago

  Thank You

  LuTillian ******

• Initial Complaint

  Date:03/31/2025

  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've been with Cinch Home Services/Sears Home warranty since 2016. I've always had my monthly payments automatically taken out. I called to have my dryer serviced on 3/31/25, and was told I needed to call the loyalty department on Monday. I called Monday, spoke with ****** who transferred me to ********, who transferred me to *****. She stated that she needed to transfer me back to ********** department, *** I spoke with ****, who stated the company that my services were under closed and I needed to be transferred to another ***** and transferred me to *****. She wen ton to say that my services had expired, giving no reason why and transferred me to *******. He stated that he couldn't help me and transferred me to *********. She stated that it was an error on their part, but in order to reinstate my services, I would need to pay the 7 months upfront along with the $100 claim fee, which would roughly be about $700. That even though it was an error on their part, that's the only solution. When asked to speak with an supervisor, I was told one would call me back in 30 min. I spent well over 2 1/2 hrs going back and forth with this company. Still haven't received a call back. I don't feel I should have to pay for their mistakes, along with getting wrong information from their workers.

  

  Business Response

  Date: 04/14/2025

  We have received Ms.Jamisons complaint regarding the status of her warranty, and the service job for her clothes dryer that she wishes to open. Weve reviewed the information and reached out to membership services for assistance in investigating this matter.The review is ongoing, and on April 14th we reached out to ********** by phone to discuss this matter with her, and let her know we are looking into her case. We were not successful in speaking to her, and left voicemail messages with our direct contact information. We will also follow up with an email communication. We plan to make another attempt to reach her once the investigation has concluded.
  
  We appreciate the opportunity to look into this, and respond to her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23137874
  
  I am rejecting this response because: I have spoken with a customer ********************** *** regarding this matter. I don't not feel that I should have to pay back payments for something that they cancelled me out of without my consent, and because of this, I've had to resort to other companies regarding getting my dryer fixed/***laced.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/02/2025

  We have reviewed Ms. ******** response. In lieu of making back payments to bring her existing contract current, she was offered the opportunity to sign up for a new warranty, pay the first months premium payment, and, in turn, we would waive the initial 30-day review period so that she could place a request on her clothes dryer.
  
  We regret to lose her as a customer, but are glad to hear she was able to have her broken clothes dryer fixed.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:03/30/2025

  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.

  Formal Complaint ************ Washing Machine Issues and Service Experience I have a home warranty with Cinch Home Warranty.

  

  Business Response

  Date: 04/11/2025

  We have received Ms.Jacksons complaint regarding the service job for her clothes washer, and the experiences with the technicians who were at her home. Foremost, we would like to express that we expect our service partners to behave in a professional and courteous manner, and sincerely regret that this was not her experience. We also recognize how imperative it is that comprehensive diagnoses take place to ensure any issues with the covered item can be identified. In this case, the providers who assessed the unit were not able to pin point a mechanical failure due to normal wear and tear, which is the standard that must be met in order for the repair or replacement to be covered by her agreement.
  
  On April 11th we spoke to Mr. ******* and listened to his concerns. We agreed that we would authorized *** ******** to locate their own licensed and insured provider to diagnose the unit, and they will submit a report directly to our ***************************** for review. We also sent a follow up email, and refunded their deductible as a customer ********************** gesture. The deductible refund should be received back to the card on file no later than April 18th.
  
  We appreciate the opportunity to address their complaint.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:03/28/2025

  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 is a Home Warranty company and my washing machine needs repair. I paid the $150 deductible, the service provider came out and could not fix the issue. The contract says they will replace the device they can't fix and they have yet to do that. I have repeatedly called spending hours on the phone only to be told they are waiting for approval from the authorization department.

  

  Business Response

  Date: 04/08/2025

  We have received Mr. ******* complaint regarding the claim process for his clothes washer, and sincerely regret the delays that occurred in seeing this matter resolved. The technician initially replaced a control board, but unfortunately that did not resolve the problem. It was later determined that the frame on the unit was damaged beyond repair. Regrettably, it took longer than average for the review for replacement to take place. We have since approved to replace the unit, and Mr. ****** accepted the cash buyout in lieu of the replacement model we offered. He can expect to receive his check by April 22nd. As a one-time customer ********************** gesture, we also refunded his deductible, which will process back to the credit card on file by April 15th.
  
  On April 8th we spoke to him directly to listen to his concerns, and appreciate the opportunity to respond to his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/22/2025

   
  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:03/27/2025

  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.

  6-6-2024 Our air-conditioned quit working. The united we had was a Carrier unit. Model # **HBB342A300 it has an AC and Heatpump. They replaced it with a unit that does not have a heat pump. We just found this out today when we went through this same warranty company Cinch to do routine maintenance told us the unit we have now doesn't have a heat pump. They replaced our AC/Heatpump with a unit that is only AC and now they are saying it's our fault like we were supposed to know the difference and saying we accepted the wrong unit so now there is nothing we can do.

  

  Business Response

  Date: 04/10/2025

  We have received Ms. ******** complaint regarding the service job for her HVAC system. Please know that we recognize the impact that this situation has had on Ms. ******** and we would never intentionally allow for an error of this sort to occur. In instances such as this, we review our processes to ensure these problems do not reoccur. Since submission of her complaint, she has been working with our ***************************** to rectify the matter. We have approved to replace the system with the correct heat pump type system, and will be covering all costs related to the new install.
  
  We will remain in contact with her until this matter is fully resolved.
  
  We appreciate the opportunity to address her complaint.
  
  Respectfully,
  ********* Customer Relations 

• Initial Complaint

  Date:03/27/2025

  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 February 17, 2025, I made a ***** Home Warranty appointment to fix our washing machine. To have a tech come out, a $100 deductible is required. After the deductible was paid, a tech was scheduled to come out on February 19th. The tech came that day and said the washer needs a new water pump and the part needs to be ordered. He said it would be about two weeks. After he left, I got a text saying my appointment has been scheduled now for March 20th. It turns out the part is on back order. Come March 20th, they reschedule it yet again to March 28th with the same comment, the part is on back order. I checked the status today, March 27th, and now it got rescheduled to April 9th with the same comment, the part is on back order. I tried canceling the appointment, but it will not let me. I want to have my $100 refunded and cancel the warranty plan as we are done dealing with them.

  

  Business Response

  Date: 04/09/2025

  We have received Mr.Crisantis complaint regarding the claim process for his clothes washer. Please know we understand the urgency of resolving his service request, and the value of his time. We recognize that having to wait on parts that may be on back order creates a significant imposition with a major home appliance. As a customer ********************** gesture, we refunded his deductible and per his request, his account has been set for non-renewal. We have been in email communication with Mr. ********* and he advised he wishes to cancel the repair appointment for the clothes washer. We have submitted a part return request, and upon the part being picked up, we will process a claim credit payout for the cost of the repair for Mr. ********* as he is still eligible to receive the benefit of his claim.
  
  We sincerely regret to lose him as a customer, and appreciate the opportunity to address his complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/09/2025

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

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cinch Home Services Warranty Company expressed that I would be receiving a check. However, it has been 33 days and still no check for a "buyout" option

  

  Business Response

  Date: 04/07/2025

  We have received Ms.Trexer-Morans complaint regarding the check she has been anticipating receiving for the service job for her clothes washer replacement. We sincerely regret the delay in her check being received. We ensured a stop payment was placed on the previously issued payment, and requested the new check be sent to her via *************** for expedited shipping, and to ensure a tracking number is attached.
  
  Weve spoken directly with Ms. ************ via phone regarding this matter, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  Victoria, Customer Relations
  

  Customer Answer

  Date: 04/18/2025

   
  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,
  
  *** Trexer-*****

• Initial Complaint

  Date:03/25/2025

  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.

  My warranty claim was denied based on the information below. According to the explanation provided, the claim was denied on the basis that the damage was caused by my dog urinating on the outside unit. I would like to respectfully contest this decision, as I believe this type of damage should not be considered an exclusion under the policy. The unit is installed outdoors, where exposure to environmental elements and animals is unavoidable. Additionally, there is no clear language in my contract indicating that damage caused by a household pet, especially incidental outdoor contact, voids coverage.I kindly ask that you review this claim again, taking into consideration that:The unit is designed for outdoor use and exposure.The damage occurred under reasonable and expected circumstances.There is no explicit exclusion in the policy that applies to this situation.

  

  Business Response

  Date: 04/07/2025

  We have received Ms. ****** complaint regarding the claim for her HVAC system, and our decision to decline coverage based on the failure being attributable to animal damage. Per the terms and conditions of the warranty agreement, and in order for a claim to be addressed, the failure would have to have been caused by normal wear and tear. The terms of her policy do explicitly exclude any failures resulting from animal damage per section VII,subsection 4. The service company submitted pictures, which shows an arch-shaped corrosion pattern at the bottom of the unit. This type of corrosion pattern is indicative of pet urine damage, which is not considered normal wear and tear.
  
  Due to the indisputable evidence presented, we are unable to overturn the decision, and our decision not to extend coverage is upheld.
  
  Weve made multiple attempts to reach Ms. ***** by phone unsuccessfully and have also sent a Tried to Reach You contact request by email communication. Unfortunately, we have not yet received a response to our messages.
  
  We appreciate the opportunity to address her complaint and explain our position.
  
  Respectfully,
  ********, Customer Relations 

• Initial Complaint

  Date:03/23/2025

  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.

  Dear Better Business Bureau,On December 27, 2024, we submitted a service request to Cinch Home Services for our leaking dishwasher under Contract Number ********. Cinch assigned three service providersAlpha Appliance **********, Refresh Appliance Services, and Yussuff Repairs. Despite multiple visits, none were able to identify or fix the problem. Notably, the first two providers replaced the same part, raising concerns that more damage may have been done to the unit due to improper or repeated handling.After nearly three months without a functioning dishwasher, on February 24, 2025, we received an automatic email stating that our claim was denied. I contacted our case manager, ******* *******, who said she was unaware the denial had been issued and promised to investigate. On March 13, 2025, she informed us that the denial would stand and recommended we seek a second opinion from a licensed providerat our own expense. Despite being loyal customers since 2013, we were left with no resolution and no accountability from Cinch.This outcome is unacceptable. We invested substantial time coordinating with three companies and staying home from work during each appointment. With a family of four and frequent guests, not having a dishwasher for over three months has caused significant stress and inconvenience. On top of that, our kitchen wood floors have suffered water damage due to the prolonged leaking and repeated service attempts by the three different companies. I am requesting:A refund of the $150 co-pay for services that yielded no solution.A refund of the $783.88 automatically charged in January for renewal, as we no longer wish to continue with Cinch.A $400 compensation for a replacement dishwasher, as this one may now be beyond repair due to repeated service failures.Cinch has failed to fulfill its contractual obligation and left us to deal with the consequences. We deserve better treatment and a fair resolution.

  

  Business Response

  Date: 04/04/2025

  We have received Ms.Goicocheas complaint regarding the service job for her dishwasher. We have completed a thorough review of the history, and appreciate the opportunity to address this matter. We understand that it can be frustrating when it requires more than one repair attempt to restore a covered item to full functionality, but please know we made reasonable efforts to ensure her claim was resolved. After the initial repair, she reported that the problem persisted, and so a recall service order was placed with the same provider. When they arrived at the home,they were not able to replicate the leak. A second opinion was requested and the new provider replaced the circulation pump. Unfortunately Ms. ********* stated that the unit was still facing problems, and typically the process would be to send it back to the provider who last completed a repair. In this instance, another opinion was requested and the third provider advised us that they were unable to replicate the failure. They checked all water related components and everything looked to be in order. We would like to clarify that in order for the warranty to cover an item, there must be a diagnosable mechanical failure due to normal wear and tear. If a technician is not able to find a failure after a thorough diagnosis, or to replicate the failure at the time of the visit, there is no way for us to make a coverage determination.
  
  Ms. ********* was assigned a case manager who assisted her throughout the process. Her case manager authorized a fourth opinion who found the drain line to be clogged. We approved for the provider to address this matter on April 2nd. Her case manager has reached out to confirm the issue has been resolved, and on April 4th we reached out from Customer Relations, as well. We left her a detailed voicemail message and sent her a follow-up email communication.
  
  We regret that she feels her experience does not live up to the type of service she expected.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 04/15/2025

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

• Initial Complaint

  Date:03/23/2025

  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 retained this company May 2023. I had an issue I made several calls asking for a representative but didn't get an answer. I continued on the following day and got a recording which sent a link supposedly to pay the deductible first. I needed to talk to a representative for questions which I could never obtain a human that day. I tried more calls and got the same response. I did get past the payment part once to file the claim and gave me a service date 3 weeks out....my furnace/air conditioner was leaking tons of water there was NO WAY I could wait 3 wks. I had to retain some one for service. Then again last I had the same issue so in December I called to cancel, finally got an actual human that time after talking to a recording to cancel service. This man tried to talk me into keeping the service after I've told him several times I do not want continue giving you money and I can't get service from your company. Since I've received bills and calls for payment.

  

  Business Response

  Date: 04/04/2025

  We have received Ms. ***** complaint and, after reviewing the situation, we were unable to locate any records showing that she requested service during the period in question.However, we understand the frustration caused by the communication challenges she experienced, and we sincerely apologize for any inconvenience this may have caused. We also acknowledge that she has since made the decision to cancel her policy.
  
  To resolve this matter, we have waived the cancellation fee and have instructed our billing department to ensure that no further bills are sent to Ms. ***** We kindly ask that she disregard any previous bills she may have received.
  
  We appreciate Ms. ***** feedback and are committed to resolving this issue.
  
  Respectfully,
  
  ******, Customer Relations

  Customer Answer

  Date: 04/16/2025

   
  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,
  
  ********* A ****