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. has 10 locations, listed below.

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• 

  Cinch Home Services, Inc.

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

  
• 

  Cinch Home Services, Inc.

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

  
• 

  HMS Home Warranty

  2650 Fountainview #200 Houston, TX 77057

• 

  Homesure of America

  648 Grassmere Park Nashville, TN 37211-3663

• 

  Long & Foster Home Warranty

  P. O Box 843956 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:03/21/2025

  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.

  Paid deductible 2/24 was told provider would be out . Had sux confirmed appts with B&j. Electrical . I explained to them ny son passed away at this home that we did not live there. We are having to travel to meet him. We paid **** ******* $100 on march 19 to sit there all day on the last day confirmed appt scheduled 3/19/25 they never called or showed. No vm left no attempt to contact us. The breaker box is loose and flipping receptacles not working ,worried about fire.. i can provide confirmation emails of all missed appts if needed.

  

  Business Response

  Date: 04/04/2025

  We have received Ms. ****** complaint and sincerely regret any inconvenience caused by the scheduling difficulties with the assigned service provider.
  
  After reviewing the situation, we can confirm that the provider has since visited the property.During their visit, they reported that the home was undergoing renovations,with significant areas of the property and electrical system dismantled or incomplete. This contributed to the issues with the non-functioning receptacles.
  
  We have made efforts to contact Ms. ***** to address her concerns and provide further clarification.Unfortunately, we were unable to reach her directly, but we did leave a detailed voicemail message requesting a return call.
  
  As a gesture of goodwill, we have refunded the deductible payment. The refund will be processed to the original payment method within 3 to 5 business days.
  
  We appreciate the opportunity to review Ms. ****** case.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:03/21/2025

  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 refrigerator got a high temperature on 2/10 and we had to throw out a lot of food in the refrigerator and the freezer. Technician came out 2/11 and cleaned items. The next day we called back as it was up to 60 degrees again. Technician said it was working when he got here so he could not diagnose. We scheduled another appointment and it kept getting canceled or postponed. Eventually we were told they put in for a new appliance. That never happened. Technician came out and changed motherboard. Not fixed. Technician came out again and realized error code on inverter board and it ordered that and a new motherboard. Shipment arrived and technician came out but inverterboard was not there. Had to order again and was told out of stock. Found one at warehouse. Was shipped. When it arrived it was not an inverter board at all and was a hardware piece. Technician came out again on 3/19 and was told that Cinch and not ***** was trying to order part new. He recommended new fridge but Cinch insisted on finding one. Called customer ********************** 3/** and was told they found the part, it has not shipped yet, and estimated date is 4/1. As of 3/21, it has been 6 weeks since I do not have a fridge. I can't get any escalation from call center even though I have asked repeatedly. I also filed a food loss claim and that was rejected as well. I feel as though I have no recourse and this is a family of 4 with no refigerator/freezer and no end in sight for fixing it. We have had decent response from cinch in the past, but this is completely unacceptable. We would like a new fridge since they are not even sure the inverter board will fix it.

  

  Business Response

  Date: 03/31/2025

  We are in receipt of Mr.Welchs complaint. We understand his concerns with the delays in repair and the inconvenience caused by being without a refrigerator for an extended period.
  
  Since the initial complaint was filed, we have continued working to resolve the issue. As of the latest update, a comparable replacement refrigerator has been offered, which Mr. ***** accepted. The order is currently in process, and we encourage him to follow up directly should he need further assistance or experience issues with the delivery of his new unit.
  
  We sincerely apologize for any frustration he encountered throughout this process, and we will continue to monitor the situation to ensure it is fully resolved.
  
  We appreciate the opportunity to review his case.
  
  Respectfully,
  
  ******, Customer Relations 

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a extended home warranty through CINCH Home Warranty Company.I called in a warranty claim for my heat pump originally December 2024. ***** repair was sent out. They stated it was a leak and they could not come out to access how to repair for 2 weeks. Called the warranty company they said they could not expedite it so I paid out of pocket for the repair 12/06/2024. Which was $887.00 paid invoice attached. January 15 called in new claim because unit was not heating again. I was sent an email stating they could not locate a technician to come out and I would need to find my own. Located company they came out and diagnosed the problem sent information in on 01-21-25. Quoted attached showing not repairable. I have been going back and forth with them since then. Honoring every request for for additional documentation. I paid out of pocket to to have the unit installed to wait reimbursement. I was never called located a email 03-09-25 stating they would reimburse $380 for stop leak. I called letting them know I would not accept that offer. I then found out that when the new service order was called in they attached to the old service order from December. Which was a error on there part. The customer ********************** representative request proof of the out of pocket repair which I sent in on 03-10-25. I did not receive a response back other that confirmation email that they received it. I called in for a follow up on 03-19-2025 at 3:01 PM EST. I was told that they would be sending a check for $380 and that was all the claims department would approve. I let them know that was already disputed and requested it to be escalated. I notified them I would be filing a complaint and going through to have this legally handled. I was forwarded over to a new representative name Rojen. She would not issue her last name but did give the department main number **************. She said would be disputing this issue also. I feel it is an inconvenience.

  

  Business Response

  Date: 04/03/2025

  We have received Ms. ***** complaint regarding the service job for her hvac system. Please know that we recognize the urgency of attending to her claim, and regret that the first service provider was not available to complete the repair in a more timely manner. When she placed her second service request, unfortunately we did not have availability with a network provider, and she was authorized to utilize an outside vendor. During the course of this process, there was additional documentation needed to complete our review. As she states in her complaint,initially we only approved to provide compensation based on a repair using what is known as leak stop, which seals any leaks in the refrigerant system.
  
  On March 21st Ms.**** began working with a member of our case management team and we have been able to provide additional reimbursement based on the fair market retail value of a replacement. Ms. **** has accepted our offer, and the check has been processed. She can expect to receive it no later than April 16th.
  
  We apologize for the frustration she has experienced in seeking a resolution, and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 05/04/2025

  Cinch home warranty. Completed the claim and did reimburse me over half of the cost for the replacement. I am satisfied with the outcome. Thanks.

• Initial Complaint

  Date:03/19/2025

  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 refrigerator was scheduled for repair in February, March 12, March 19. No show of technician; no call, nothing. Then I receive an email asking me to rate the technician and the service he provided! The part is still on the pallet. I have spent the last hour trying to contact someone at ***** to resolve this and all I get are automated messages. I cannot talk to a live person to obtain assistance.

  

  Business Response

  Date: 04/02/2025

  We have received Ms.Steuarts complaint regarding the process for her refrigerator service job.Please know that we not only recognize the importance of repairing her refrigerator, but also the value of her time regarding the multiple missed and rescheduled appointments. We have since intervened and escalated this matter within the service providers organization. We are awaiting a sooner appointment date than the one that is currently scheduled for April 15th.We are hopeful that we will be able to work with the service provider to accommodate Ms. ******* sooner than that date.
  
  On April 1st we spoke with her directly and will remain in contact until this matter is fully resolved.
  
  Respectfully,
  ****, Customer Relations 

• Initial Complaint

  Date:03/18/2025

  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 signed up for a 12 month contract with Cinch Home Services. I used the warranty once for a refrigerator issue. It took over four months and four different repair companies to fix the freezer. Every time I called Cinch, I was either given a runaround by people who couldnt understand me because they spoke a different language, or my call was dropped by the company and I had to call back. The last time I was on the phone with them for this repair, I was in tears by the end of the phone call because customer ********************** representative was so frustrating. They did not understand any English, and they kept reading from a script, and refused multiple times to let me talk to anyone else, then looped back into the script. The repair company was on the line with me as well, and tried multiple times to ask for a supervisor, to no avail. I called today to cancel this service, and was told that I will still be making the rest of my monthly payments until the end of the contract. They said there is no way to get out of the monthly payment or receive a refund for unused months. I think that if a company mistreats a customer or cant provide the needed ********************, the customer should not have to keep paying them, but should be allowed to cancel.

  

  Business Response

  Date: 03/31/2025

  We have received the complaint from Ms. **** regarding the service job for her refrigerator, and overall experience with the warranty service. Please know it is never our intention to prolong resolution of a customers claim, and there are times when more than one repair may be necessary to restore an item to full functionality.We do, however, recognize the inconvenience and frustration Ms. **** experienced throughout the process.
  
  As a customer ********************** gesture, we refunded the deductible she paid upon service initiation as well as requested a refund of her most recent premium payment. Her warranty is set to expire in April, and we sincerely regret to have lost her as a customer. On March 27th we spoke with her by phone, and also sent a follow-up email confirming the premium payment refund.
  
  We are sorry that her warranty experience is not reflective of the type of service we aim to deliver,and appreciate the opportunity to address her complaint.
  
  Respectfully,
  ****, Customer Relations 

  Customer Answer

  Date: 03/31/2025

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

• Initial Complaint

  Date:03/18/2025

  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 pay for home warranty services. My furnace broke and I contacted cinch home services to have a provider come out and look at the furnace. Their provider failed to come on 3 occasions, so I was approved to obtain my own provider. I had the furnace replaced and paid out of pocket $5K. They only reimbursed me $525. I sent all information to the company that was provided to me by the provider who replaced the furnace, and they are saying it is not sufficient to reimburse me the $5k paid out of pocket. I paid monthly $107.99 to have this protection if something like this were to happen only to have my claim not fully reimbursed.

  

  Business Response

  Date: 03/27/2025

  We are in receipt of Ms.****s complaint. We want to ensure each of our customers receive the full benefit of their home protection plan and have completed an in-depth review of her complaint and claim.
  
  Upon review of the claim, we found that the heat exchanger was clogged and needed to be replaced. However,the primary and secondary heat exchangers are still under the manufacturers warranty. Ms. **** opted to replace the entire furnace instead of having the heat exchanger repaired. As outlined in the Agreement, we are unable to cover repairs or replacements for items already covered by other warranties,including the manufacturers warranty. As a result, our coverage was limited to the labor costs, which we reimbursed for $525.00.
  
  We spoke with Ms. **** on March 25th to address her concerns, and she understood our position regarding coverage. While we are unable to reimburse the full cost of the furnace replacement, we have issued an additional payment to cover the diagnostic fee she paid her service company. She should expect to receive this payment as a check by mail within 7 to 10 business days. We encourage her to follow up directly should she have any questions or remaining concerns.
  
  We appreciate the opportunity to review her case.
  
  Respectfully,
  
  Victoria, Customer Relations 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23082100
  
  I am rejecting this response because:

  I understand the heat exchanger was covered by warranty however there were other parts not included.  Per the attached from ***** heating and cooling:

  other parts which were required and were NOT covered under warranty
  Parts included burners, igniter, flame sensor, panel kit, limits, rollouts, inducer, trap
  Part warranty was expired so the above was required to be paid for
  Labor was not covered
  Shipping was not covered
  Processing fees were not covered
  As a result, the cost was for the labor, freight, processing fees and parts that were not covered
  This is noted that I spoke to her about her furnace from 2008, advised the cost would be over $4k with tax plus the money she already spent and I advised she should replace because she was 2/3 or more of the way into a new unit
  I advised she also would not get any warranty extensions, no new warranty and her current exchanger coverage would end in 4 years
  I also referenced the emails between me and the vendor from when I wrote this quote
  I confirmed with our ******/Carrier vendor said its heat exchanger is covered
  We did not mention that the heat exchanger was not covered. Simply the costs outweighed any benefit to fixing this
  
  Sincerely,
  
  **** Puma

  

  Business Response

  Date: 04/18/2025

  We are in receipt of Ms. ***** response and would like to provide clarification of our response. According to the diagnosis received from the service company date on or around December 29, 2024, the only part that needed to be replaced was the heat exchanger. We request that the customer provide the necessary information before any repairs are made. The customer replaced the furnace without receiving prior approval.
  
  Ms. ***** decision to replace the entire furnace rather than having the unit repaired would not qualify her for additional coverage or payout. As outlined in the Agreement, we are unable to cover repairs or replacements for items already covered by other warranties, and the decision to authorize repairing or replacing would be a warranty decision. We have since reimbursed Ms. **** for the labor costs.
  
  We reached out to Ms. **** on April 18th to further address her concerns, but did not reach her. We left her a voicemail message with our direct contact information. We encourage her to follow up directly should she have any remaining questions or concerns.
  
  We appreciate the opportunity to further review her case.
  
  Respectfully,
  
  Victoria,Customer Relations 

• Initial Complaint

  Date:03/18/2025

  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 started a claim with Cinch Home Services on Tuesday January 10, 2025 for an Electric Wall Oven that stopped working. A service provider was assigned and assessed that the control panel on the Electric Wall Oven needed to be replaced. Per Cinch, the part that needs to be replaced is now discontinued. Even though the broken part is discontinued, Cinch still looked for the part to be replaced instead of replacing the Electric Wall Oven. Cinch has now ordered an incorrect part and delivered the incorrect part to the service provider three times. Today (3/18/25) I was notified by the service provider that they received the incorrect part again (this is the third time). I called Cinch again today (3/18/25) to find out why they keep sending the wrong part and I am getting nowhere with their service center. I have asked for my claim to be assigned to a Claims Resolution Manager or a Case Manager and have been told every time that I call that Cinch does not have that. I have called Cinch many times for this claim, and they are not helping at all.

  

  Business Response

  Date: 03/25/2025

  We have received Mr. ********* complaint about the handling of his wall oven claim. We understand that repeated delays can be frustrating, especially after being informed that a replacement was recommended due to the unavailability of a part.
  
  On March 20th, we communicated with Mr. ******* via email. We informed him that we had further investigated his claim and acknowledged the provider's statement that a specific part was required, which was unavailable, and that a universal part would not be compatible with his unit. Despite this, our research team made efforts to locate the part and mistakenly sent the wrong part three times. This unnecessarily delayed Mr. ********* claim. Based on the delays he experienced, and the part being unavailable we made the decision to replace the unit. Mr. ******* accepted the replacement unit we offered him and will receive correspondence from the delivery and install company once they receive it.  
  
  We appreciate the opportunity to address Mr. ******* and resolve his matter.
  
  Sincerely, 
  
  Jasmine, Customer Relations  
  
  

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I would like to have it noted that I am still super dissatisfied with the unnecessarily long time it took to resolve this issue and I feel like I have been taken advantage of with no penalties or recourse for Cinch.  On top of that,  I feel like Cinch only rectified this problem because I finally reached out to the BBB to file a complaint.   Had I not invoked the BBB, I am pretty sure Cinch would still be ordering the wrong part over and over again.

  All that being said, since Cinch FINALLY did the right thing and started the process to replace the broken appliance, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/17/2025

  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 requsted cinch fix my range hood over a year ago , Cinch sent over5 companies, They all failed. it was going on for a year. Then cinch said to find my own repair company and submit the estimates, I did that twice or more. Me and my wife are seniors. and asthma patient and other health issues. CInch been charging us for years and their service provider and cinch FAILD to do the job, and now They DENIED my claim that exaust fan is attached to the wall which is connected to kitchen and anything which is not with foundation is not coverd, then why Central AC unit is coverd? that is outside. Why they did not deny when i reqest the service, Cinch knew where the exaust fan is. CInch lied to me , My range hood was out order for over year they failed to fix and when they approved to find any company to fix and cinch will pay, Cinch denied finding a DUMB reason. They charge every month over a year gave me to hope to fix it , but Cinch dragged as long they could to steal money from us and then Deny the claim, I Am sick and can't breath while cooking smoke is at home. if something happened to us, It is becuase cinch stole from us and failed to do the job Cinch knew where the exaust fan is , because Cinch sent 5 companies to fix it and failed. They dragged to collect monthly payments and then deny. and Cinch never call back, last person i spoke to clearly said not to contact about this claim its closed, mean closed. no explaination neither they hear my situation I want you to refund my money which your charged over a year. and pay for the repair. I have given paperwork to my lawyers. CINCH is Steal from us seniors and miss guided us and I will recommend people to pay more and find your own service company then paying them monthly fees to cinch

  

  Business Response

  Date: 03/27/2025

  We have received Mr. ****** complaint regarding the service job for his range exhaust hood. We recognize the importance of timely service, and sincerely regret that it has taken so long to come to a decision regarding his claim. Unfortunately, we faced great difficulty in locating a service provider due to the age and location of the unit, as well as the lack of model and serial number associated. This is why Mr. ***** was ultimately approved to use his own out-of-network provider to perform a diagnosis, and any covered work needed to complete the repair. His provider recommended replacement, but after a review by our authorizations team, coverage was declined due to the pictures showing the venting portion of the unit behind located outside the homes main foundation.
  
  After completing a thorough review of the history of the service request upon receipt of this complaint, we determined that based on the length of time the claim has existed, and that we previously had pictures upon which to make a decision, we have approved to cover a portion of the work needed to replace the range exhaust hood.
  
  We requested that his check be expedited via ***************.
  
  We appreciate the opportunity to address his complaint.
  
  Respectfully,
  Victoria, Customer Relations
  
  

• Initial Complaint

  Date:03/17/2025

  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.

  I have had Cinch ****** Home Warranty) on two separate occasions totaling about 2 years. In October of 2024 our dish washer broke down and we called SHW for service. From October to Dec. I had 3 tech service calls, finally the last one was to be the charm. Only to have the dishwasher pump a full load of water all over the kitchen floor. This Company has lied to me, given me the run around, disconnect me, shuffled me from department to department along with being completely rude and disrespectful. Not to mention I still had a broken dish washer. I started pushing back asking for my premiums to be refunded to me as they had one service call and couldn't handle it so I felt they breached the contract on several levels and I deserved to have my premiums refunded. I contacted the ** ************************* and went back and forth with them and SHW to no avail. The AG's office wasn't interested in helping. I wrote to Senator ****** ******* and he wasn't interested either. I even found the former CEO of ************** and contacted him to no avail. I also have contacted the ************************. Since all this started I have found, on the internet, 47 pages of complaints about SHW/Cinch/Transformco along with several other names they do business under. Not 47 complaints - 47 pages. There is even a website entitled "End The ***** Home Warranty Scam" on ********. Some of the stories are heartbreaking. Each and every complaint is due to "no service".I finally had to. replace the dish washer which is what I suspect they were hoping I'd do. Their whole thing seems to be "wear the customer down until they get fed up and drop it". Most of the complaints are for no service and having to replace appliances out of their own pocket after paying premiums for years and years.

  Customer Answer

  Date: 03/25/2025

  I have not heard from Cinch/Sears Home Warranty, or from you.  Any updates?

  Customer Answer

  Date: 04/04/2025

  Today is Friday, a week from when we spoke last.  Last Friday you
  said you would get back to me the following day.  I wasn't sure if you
  realized the following day was Saturday, but giving you the benefit of
  the doubt I was happy to wait until Monday.  When Wednesday came, no
  phone call from you or e-mail that you were suppose to send, giving me
  all your info and your direct phone number,  I again felt foolish for
  falling for the same 'ole lies I've been fed for 6 months.  As I recall,
  and I do specifically recall this, you said, "I give you my word,

  Customer Answer

  Date: 04/17/2025

  ******:  I received your email, which I know i wouldnt have received 
  had I not  emailed you.  So much for your word.   What you failed to
  mention in your email that all the service calls (all 3) took almost 5
  months to execute.  Now if you consider that is according to our
  contract, you are sadly mistaken.  The contract states  *** will
  schedule a technician for service within a reasonable amount of time;  5
  months isnt reasonable by anyones standards. There was nothing
  reasonable about the amount of time it took to get 3 service calls,
  especially when the 1st call the tech came with zero parts on the
  truck.  2nd time, oooppps, he ordered the wrong part.  3rd time we
  thought it was fixed until it pumped water all over the kitchen floor.  I
  didnt  hear that you are willing to compensate me for the clean up -
  nor did anyone even think to  apologize.    In fact I had to call SHW to
  report that issue and it took another 2 weeks to get a call back.   Oh,
  I refused to have another tech come into my house;  you bet I did.  Who
  only knows what  would have happened on the next service call.   I was
  without a dishwasher for Thanksgiving and Christmas, the two busiest
  times for family and friends to visit and have meals at my house.  No
  one ever apologized for the inconvenience of me having to wash dishes
  all that time because of the incompetent practices of SHW.  You were,
  however, very competent in collecting my premiums every month.  And, as
  far as the clamp you spoke of,  even before that clamp was installed you
  had breached the contract the second time by not offering me a new
  dishwasher because of your incompetent technician and whomever schedules
  them.
  
  As far as you compensating me for the amount of time I had left on my
  contract when I cancelled.  Thats the very least you could have done. 
  In fact, most professional businesses would have prorated the amount of
  time until the end of the contract  and refunded the remainder as a
  matter of good business practice.  Instead your company expected a
  ticker tape parade for doing the right thing.  Plus the fact that that
  70 odd dollars surely didnt elevate me to another tax bracket.
  
  According to the hundreds and hundreds of complaints Ive read about SHW
  and after visiting the two websites dedicated to trying  to stop your
  company from practicing, not to mention the class action suit brought
  against you by an Illinois couple it is beyond me that you havent been
  shut down by now.  Unconscionable!
  
  What gives you the right to abuse your customers as you do.  ***** used
  to have a stellar reputation for customer ********************** and satisfaction, but
  no longer.
  
  You can either call me back or not.  I expect to hear a sigh of relief
  that you wont have to speak with me again.  Once I file suit in Small
  Claims and show the hundreds and hundreds of complaints, which by the
  way, all have a common thread;  your company not servicing the
  appliances they have a warranty for, showing all the emails Ive had
  back and forth with SHW/Cinch/Transformco and telling them about the way
  my telephone calls were handled;  I doubt SHW will have a leg to stand
  on.
  
  Again, I am sending a copy of this letter to the Better Business Bureau.
  
  
  ***** *******

  

  Business Response

  Date: 04/30/2025

  We appreciate the opportunity to respond further to Ms. ******** concerns. We regret that she remains dissatisfied with her experience, and we understand the frustration that can arise from delays in serviceparticularly when multiple visits are required to complete a repair.Our goal is always to resolve issues in a timely and professional manner, and we apologize that the service timeline did not meet her expectations.
  
  To clarify, Ms. ******** dishwasher repair involved multiple technician visits due to part availability and diagnosis requirements. While this is not ideal, it is sometimes necessary to identify and address the full scope of the problem. The technician ultimately replaced the drain pump, wash pump, and optical sensor, and confirmed that the appliance was functioning as intended at the time of the final visit.
  
  We acknowledge Ms. ******** concerns regarding the duration of the process and the timing around major holidays. While our service agreement does not guarantee a specific resolution time, it does commit to initiating service in a reasonable time frame, which includes allowances for part sourcing, technician scheduling, and follow-up repairs. Nonetheless, we recognize that this experience fell short of her expectations.
  
  As previously stated, we refunded Ms. ******** deductible and waived the cancellation fee for early termination of her plan as a goodwill gesture. At the time of cancellation, her contract was still active and accessible for service; therefore, a refund of premiums or additional compensation is not warranted under the terms of the agreement.
  
  We have thoroughly reviewed Ms. ******** account and correspondence. While we respectfully disagree with her characterization of our service practices, we value all feedback as an opportunity for improvement.We take customer concerns seriously and strive to improve through every interaction.
  
  At this time, we have provided all appropriate accommodations and consider the matter closed from our side. Thank you for facilitating this dialogue.
  
  Sincerely,
  ******, Customer Relations

  Customer Answer

  Date: 05/13/2025

  I HAVE READ THE RESPONSE FROM ***** HOME WARRANTY.  I AM NOW WAITING A DOCKET DATE AS I'VE  ALREADY FILED SUIT IN SMALL CLAIMS COURT AS OF 4/10/25.

   

  ***** *******

• Initial Complaint

  Date:03/15/2025

  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.

  Cinch Home Warranty, Rose, sent email that rough drywall on water line is not covered. According to Cinch Warranty, it is covered. We are seeking reimbursement of ****** after the ceiling collapsed as their plumber attempted to access and repair water line. We asked over and over each day for a supervisor and told them the leak needed to be repaired promptly. After sending numerous emails, phone calls, invoice for rough drywall, and photos, **** sent an email denying reimbursement. We were without water for a week. During this week, we also paid ****** for Warranty hot water heater, and 100 for faucet handle and drain. We also had to have the area sanded and painted. This whole area in entry is an open floor plan to formal rooms. I left numerous messages and received apology for missed calls with denial of reimbursement.

  

  Business Response

  Date: 03/26/2025

  We are in receipt of Mr.& Mrs. **** complaint regarding the water line leak and ceiling damage associated with the issue. We have thoroughly reviewed the details of the case and our interactions with the customer, and we apologize for any inconvenience caused.
  
  We acknowledge the urgency of the situation, as the **** had reached out multiple times regarding the ceiling damage, which had worsened due to the prolonged leak. Upon completing a thorough review of her account and policy, we found that rough finish coverage is included under the home warranty plan. To resolve the issue, we have approved payment to cover the ceiling repairs. We have spoken with Mrs. *** to address her concerns and provide her with this update. They should expect to receive their payment as a check by mail within 7 to 10 business days.
  
  Please know we are committed to providing our customers with the support they need and sincerely regret any miscommunication that may have occurred. We will use this as an opportunity to provide coaching and feedback to any representative that may have mishandled her request or provided inaccurate information to ensure there is no confusion moving forward.
  
  We appreciate the opportunity to address their concerns.
  
  Respectfully,
  
  Victoria, Customer Relations